Complaints Policy
Introduction
Richmond Upon Thames College is committed
to excellence in every area of College activity and seeks
to provide the highest standards of service.
Should a complaint arise, however, we will deal with the matter promptly,
fairly and impartially.
Policy
This policy applies to all students, staff and visitors to the College, including
contractors working on the College site.
Complaints regarding the following:
- Staff grievance
- Student disciplinary procedures
- Child and vulnerable adult protection
- Student grievance
- Admissions
- Assessment
and grading
Will be dealt with under the relevant policy (available from Student Services)
and are therefore not covered by this policy.
Procedure
Complaints should normally be made, in writing, within six months of the
incident occurring (unless there are exceptional circumstances). A form
for this purpose is available, should you wish to use it.
The complaint should be addressed to the Vice Principal (Curriculum and Quality)
who will oversee the complaints procedure.
The Vice Principal will ensure that you will receive an initial response,
normally within three working days.
Any complaint will be fully investigated and the outcome communicated to
you, in writing, within 20 working days. Should there be a delay in investigation
or resolution, the Vice Principal will keep you fully informed of the progress.
Appeals
Should you wish to appeal against the outcome of your complaint, you should
contact the Principal, in writing, within five working days of receiving
our response.
The Principal’s decision will be final.
