Complaints
Help us to get it right!
We need to work with all of our customers to improve our services. To help us do this, we record all comments and complaints.
If you are unhappy with the standard of service that you’ve received from us, we need you to tell us. We will do everything we can to resolve your complaint, by putting things right and making sure that the problem doesn’t happen again. Most complaints are resolved informally.
If you wish to make a complaint, you can:
- arrange an appointment to see a member of staff in Student Services, who will help you to resolve the complaint informally and, where necessary, complete the form
- complete the form yourself
Complaints Form
Download our Complaints Form (Word doc).
Lancaster & Morecambe College will not discriminate on the grounds of gender, colour, race, language, religion, belief, disability/learning difficulty, age, marital status, sexual orientation, socio-economic status or family responsibility.
There may be times when an individual or organisation wishes to offer feedback or voice a complaint about the College and the College will endeavour to make this process as easy as possible.
- Wherever possible, complaints should be resolved on the spot, informally.
- If a complaint cannot be resolved informally then a Complaints Form should be completed.
This form is available from the College Reception Desk, from Morecambe Learning Centre and via the links on this page. - The Deputy Principal will acknowledge receipt of the Complaints Form and will forward to the complainant a copy of the College’s Complaints Procedure. A formal reply will then be sent within ten working days.
- Complaints from clients who wish to remain anonymous are still investigated and recorded, even though a direct reply will not be possible.
- If a complaint is related to student and/or staff conduct, the Deputy Principal will refer the matter to a member of the Senior Management Team who will, if appropriate, action the complaint via the staff/student disciplinary procedure. Details will then be provided for the Deputy Principal to reply.
- If a complaint is related to an individual's learning programme, the Deputy Principal will notify the Head of Faculty who will investigate the matter and provide details to the Deputy Principal
- If a complaint is related to College services the Deputy Principal will notify the senior manager responsible who will then investigate the matter.
- If a complaint is related to the Governing Body (Corporation) then the Clerk to the Corporation will investigate.
- If the complainant is not satisfied with the outcome he or she should write to the Principal (or Chairman of the Corporation if the complaint is about the governing body). The Principal (or Chairman of the Corporation) will review the complaint and notify the complainant of his decision within ten working days.
- The decision of the Principal (or Chairman of the Corporation, if the complaint is about the Governing Body) will be final.
- All formal complaints will be recorded and reported to:
The Senior Management Team
Corporation - Students and others have a right to lodge a complaint with the Learning & Skills Council (LSC). All complaints should be addressed to - The Council Secretary, LSC, Cheylesmore House, 5 Quinton Road, Coventry, CV1 2WT. However, the College procedure must be followed first.
Please note - if the complainant is not satisfied with the outcome at any stage, he/she may choose to seek redress from an external source outside the College. In this instance, to avoid potential conflict of interest, we regret that College staff will not be able to offer any further advice or assistance.
