MAKING a COMMENT Or a COMPLAINT

MIDKENT COLLEGE MEDWAY CAMPUS Medway Road, Gillingham, Kent ME7 1FN Tel:01634 383120 MAIDSTONE CAMPUS Tonbridge Road, Maidstone, Kent ME16 8AQ Fax: 01622 695049 MAKING A COMMENT or www.midkent.ac.uk or [email protected] A COMPLAINT You should DEALING WITH YOUR COMPLAINT Fill in all the details required on the form such as your name address and day time telephone number TALK TO A Let us know the details of your comment/complaint, including RELEVANT/APPROPRIATE MEMBER OF STAFF the college site, course and what you would like to happen Tell us who you have already contacted and what has happened since If issue still not resolved Please leave the form at any of our reception desks We aim to acknowledge all comments/complaints within 3 working days FILL IN A COMPLAINTS FORM What happens next? HAND IN FORM TO RECEPTION AT EITHER Whatever form of contact you decide on, your comment/complaint will CAMPUS OR SEND TO be registered and investigated by the Quality department THE QUALITY OFFICE and a senior member of staff. Please note that you will not receive AT MEDWAY feedback on a ‘comment/complaint’ unless you tick the response box on If you do not require a response the form or make a specific request. Or You do not give your name THE QUALITY OFFICE WILL ENSURE THAT THE APPROPRIATE MEMBER OF STAFF Every comment/complaint we deal with will receive a response if CARRIES OUT A FULL INVESTIGATION requested. You will be notified as soon as our investigation is complete. We aim to do this within 10 working days, however sometimes the THE QUALITY OFFICE WILL PASS ALL process will take longer. COMMENTS ON TO THE YOU WILL RECEIVE FEEDBACK ON THE APPROPRIATE STAFF INVESTIGATION WITHIN 10 DAYS OF THE AND THESE WILL BE QUALITY OFFICE RECEIVING IT. At MidKent College we treat all comments/complaints very seriously. USED TO IMPROVE OUR It is our policy to ensure all your comments/complaints are dealt with SERVICE. promptly, confidently and to the highest possible standard. If after the investigation you are still not satisfied you should refer your IF YOU ARE STILL UNHAPPY WITH THE INVESTIGATION FINDINGS comment /complaint to the Assistant Principal Quality and Student Success, who AND WISH TO COMPLAIN FURTHER, THE ASSISTANT PRINCIPAL FOR QUALITY & STUDENT SUCCESS WILL REVIEW THE will review it and advise you on your next step. INVESTIGATIONS AND DECIDE WHETHER THE COMPLAINT SHOULD BE PRESENTED TO A MORE SENIOR MANAGER. IF STILL If however, at any time you would like information concerning DISSATISFIED, YOU ARE ENTITLED TO COMPLAIN DIRECTLY TO THE PRINCIPAL. FINALLY IF YOU ARE STILL UNHAPPY, YOU CAN ASK FOR YOUR COMPLAINT TO BE CONSIDERED BY THE BOARD OF GOVERNORS. the investigation you may contact the Quality Department via reception on 01634 383120. A full copy of the college comments/complaints procedure can be provided on request by telephone or via the college internet site. At MidKent College we pride ourselves on our commitment to you, your education and training. We aim to meet the standards set out in the College Charter. If you feel our services do not meet your expectations, please give us the opportunity to improve them by letting us know. We also welcome comments of satisfaction so that we may maintain high standards. This leaflet contains information on what you should do if you are not completely satisfied with your experience at MidKent College or would like to tell us what we are doing well. How do I make a Comment/Complaint? Whenever possible you should talk with the member of staff responsible for the service with which you are unhappy.They can easily resolve most problems. If you are not satisfied with the solution they offer, visit either of our Receptions at Medway or Maidstone to pick up a comments/complaints form, complete all parts of the form and ask the reception staff to send it on to us. Alternatively get in contact with our Quality department either by telephone or in writing. If you wish to speak to someone directly please telephone for an appointment. We will always explain what course of action will be taken and what you can expect from us. If any comment/complaint is of a serious nature it will immediately be brought to the attention of the Principal of the College. If you wish to contact us in writing or by email, the address is printed on the reverse of this leaflet. .

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