Complaints Procedure

The College

The college’s complaints policy is managed by the Quality Improvement team who work in collaboration with departments, to ensure swift resolution of complaints made regarding curriculum or service delivery at the college.

This information gives an overview of the steps to raise a complaint; the full process can be requested by contacting the Quality Improvement team on 0113 308 7868 or by emailing qualitydirectorate@leedscitycollege.ac.uk.

Informal

We recommend that complaints are dealt with informally wherever possible, so in the first instance please try to resolve any issues directly with the staff member concerned or another relevant staff member, for example a course tutor, coaching tutor etc.

Stage 1

If the staff member is unable to resolve the complaint, or it does not specifically relate to a particular person, please direct your complaint to the Quality Improvement Team by emailing qualitydirectorate@leedscitycollege.ac.uk, phoning 0113 308 7868 or writing to Quality Directorate, Leeds City College, Park Lane Campus, Park Lane, Leeds, LS3 1AA. To help the process please include your name, contact details, the facts supporting the complaint.  Your complaint will be raised with the relevant head of department who will investigate and respond to you directly, unless otherwise stated.

A complaint must be escalated immediately to stage 2 where any part of it relates to:

  • Equality & Diversity
  • Safeguarding
  • Health & Safety
  • Requests for fee refunds or waivers

Stage 2

Complaints can only be escalated to Stage 2 if they cannot be resolved at Stage 1. Please direct your complaint to the Quality Improvement Team using the contact details above, including your name, contact details, the facts supporting the complaints and reasons for escalation to stage 2.