Policy

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, pay a compliment or voice a complaint about the College and the College will endeavour to make this process as easy as possible.

If anyone wishes to submit a comment, compliment or complaint to the College, they should be advised do so either via the email address This email address is being protected from spambots. You need JavaScript enabled to view it. or by completing a Comments, Compliments and Complaints Feedback Form.

Procedure

  1. If the College receives a comment:
    1. All formal comments will be recorded and reported to:
      The Senior Management Team
      Corporation
    2. Action will taken to address/improve any issues raised.

 

  1. If the College receives a compliment:
    1. All formal compliments will be recorded and reported to:
      The Senior Management Team
      Corporation

 

  1. If someone wishes to complain:
    1. Wherever possible, complaints should be resolved on the spot, informally. If the complaint is from a student, they should initially be advised to approach their tutor and then their Programme Area Manager.
    2. If a complaint cannot be resolved informally then a Comments, Compliments and Complaints Form should be completed.
    3. This form is available from the College Reception Desk, from Morecambe Learning Centre and can also be accessed here.
    4. The Director of Quality & Support Services will acknowledge receipt of the Complaints Form and will forward to the complainant a copy of the College’s Comments, Compliments and Complaints Policy and Procedure. A formal reply will then be sent within ten working days.
    5. Complaints from clients who wish to remain anonymous are still investigated and recorded, even though a direct reply will not be possible.
    6. If a complaint is related to student and/or staff conduct, the Director of Quality & Support Services 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 Director of Quality & Support Services to reply.
    7. If a complaint is related to an individual's learning programme, the Director of Quality & Support Services will notify the Head of Faculty who will investigate the matter and provide details to the Director of Quality & Support Services.
    8. If a complaint is related to College services the Director of Quality & Support Services will notify the senior manager responsible who will then investigate the matter and provide details to the Director of Quality & Support Services.
    9. If a complaint is related to the Governing Body (Corporation) then the Clerk to the Corporation will investigate.
    10. 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.
    11. If the complaint goes to an appeal stage, complainants have the right to be accompanied by a friend or, if a student, by a representative of the Students’ Union.
    12. The decision of the Principal (or Chairman of the Corporation, if the complaint is about the Governing Body) will be final.
    13. All formal complaints will be recorded and reported to:
      1. The Senior Management Team
      2. Corporation (through annual report)
    14. On occasion, if the Senior Manager considers the complaint to have a significant affect on the reputation of the College or significant implications that affect curriculum and the educational character of the College, they will inform the Chair of Corporation.
    15. Students and others have a right to lodge a complaint with the Skills Funding Agency (SFA):
      1. Director Area Relationship Team
        Skills Funding Agency
        12 Princess Dock
        Liverpool
        L3 1DE.
      2. and/or OfQual:
        Ofqual
        Spring Place
        Herald Avenue
        Coventry
        CV5 6UB
      3. However, the College procedure must be followed first.
      4. 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.
    16. Following the resolution of a complaint, should the original complaint not have been received on a formal Complaints Form, a complaints monitoring form should be sent out in order to ascertain statistical information (see Appendix B).

Review

This policy and procedure is reviewed annually by a member of the Senior Management Team.