Selby College Complaints Procedure

• Step 1
• Step 2
• Step 3
• Document Download

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Step 1

If you would like to give Selby College feedback on your course, our facilities or another matter please follow the following process.

If you have a problem regarging your course and want to make a complaint, try to talk to the person most immediately concerned. Try to pick a good time, or make an appointment, so that the person can give you and your problem their full attention.

On Academic Matters: You should speak to your Course Tutor or Guidance and Support Tutor.

Other Matters: You should speak to the manager or person in charge of that service. You can obtain the name of the person either from Reception or Student Services. Student Services staff will assist in arranging for you to speak with that person.

If you experience a problem whilst attending an evening class, please ask the Receptionist to call the Evening Duty Manager who will listen to your concern and try to solve the problem. If the problem cannot be resolved immediately the Evening Duty Manager will make arrangements for you to speak with the person with responsibility for that area of the College as quickly as possible.

Reception and Student Services staff are there to assist you in any way they can in ensuring that your problems are dealt with as quickly as possible.

If you are a student at The 1811 Learning Centre, please speak to the Centre Manager in the first instance, or your tutor.

An informal record will be kept of your concern. Management are constantly looking for ways to improve our service to our customers-matters of concern brought to our attention by our customers assist in this process.

Step 2 - Formal Complaint Stage

If you are not happy after following Step 1, you may prefer a more formal approach. This should normally be done either by letter, telephone or in person, or by completing a green Complaints Form. These are held at all our college receptions, including those of our Outreach Centres, and at Student Services on the Abbot's Road site. Please address any correspondence to: Robert Tansey, Director of Marketing and Learner Services, Selby College, Abbot's Road, Selby, YO8 8AT. If you would prefer to telephone, the number to call is 01757 211067; email tanseyr@selby.ac.uk. If you would rather speak to the Director of Marketing and Learner Services in person, please contact Reception or Student Services staff on the Abbot's Road site and they will arrange for an appointment as quickly as possible.

In all cases your complaint will be recorded and acknowledged, in writing, within 3 working days. The acknowledgement will give you the name of a contact person who will coordinate the handling of your complaint.

Every effort will be made to ensure that you receive a written response to your complaint as quickly as possible and certainly within 14 working days of its receipt. If the matter is serious or complicated this may not be possible, but in any event we will make every effort to keep you informed of the situation.

Step 3

If, after a reasonable time, you are still not satisfied with our progress, you can write to the Principal, who will personally investigate, or appoint an appropriate senior manager to investigate, the way in which the complaint is being handled. Once again your letter to the Principal will be acknowledged in writing within 3 working days and a written response following investigation sent to you as quickly as possible, certainly within 14 working days of receipt of your letter. If you would prefer to telephone or come along in person, please contact Robert Tansey, Director of Marketing and Learner Services, on 01757 211067 and he will make the necessary arrangements for you to meet with or speak to the Principal or his nominated appointee.

Under the Charter for Further Education, students, employees and other third parties have a right to make a complaint to the Skills Funding Agency in respect of the college or of any of its decisions.

Document Download

This document is available for download here, and is also available in large type from Student Services, on request.