At The City of Liverpool College we welcome any opportunity to review, change and improve our service. The Policy and Procedure is to support students, potential students, staff (in relation to supporting students), employers, stakeholders and the general public to communicate with and bring matters of dissatisfaction or concern to the attention of the College.
This document tells you how the procedures work so that the person making the complaint gets a response within a reasonable time. If you need help to make a complaint, or you need this document in a different format, please contact Advice and Guidance at the Learning Exchange, Vauxhall Road or email firstname.lastname@example.org
This policy will be applied consistently to students, parents/carers, employers, visitors or members of the community regardless of their age, disability, gender identity, race, religion or belief, sex, sexual orientation, pregnancy and maternity, status and marriage or civil partnership status in respect of unlawful discrimination.
Staff should use the internal grievance procedure for all staff complaints.
The College will respond to any complaint fairly and promptly:
Under the OIA Scheme Rules the college will issue a Completion of Procedure after 28 days after any internal process has been complete. If the learner has no further avenues to pursue in relation to the issue then the letter is issued detailing the date the complaints procedure has been completed, it clarifies the issues investigated, it establishes the timescales for escalation to the OIA and advises the student of the OIA process.
Wherever possible, we encourage learners to attempt to resolve any issue by talking to the person immediately concerned or alternatively a personal tutor, or if the issue cannot easily be resolved the complaint should be directed to the relevant Assistant Principal.
If learners are unable to resolve the issue informally, a formal complaint is made.
The complaint must be about something which has happened within the last twelve months.
The complainant will receive a receipt and acknowledgement within 2 days and the complaint is passed on to the relevant investigating officer.
A written response to the complaint is made no later than 10 working days during term time – it may take longer over college holiday times due to staff availability.
The Complaints policy and procedure is for all people served by the college which includes staff (in relation to supporting students), students, parents, stakeholders, employers, contractors, visitors and others.
The policy does not replace College policy and procedures for academic appeals or disciplinary action; these procedures should be applied where appropriate.
Wherever possible, attempt to resolve the issue by talking to the person immediately concerned.
If you are a student and cannot or do not want to talk to the person directly concerned:
If you are unable to resolve the issue informally, you can make a formal complaint.
The complaint must be about something which has happened within the last twelve months
The College’s complaints procedure applies to both HE and FE students. In addition, all higher education students who are in receipt of student support funding, have access to the same dispute resolution arrangements as any other student on a higher education programme in England. The Office of the Independent Adjudicator (OIA) is the Government’s designated operator for handling unresolved student complaints in higher education. The OIA provides an independent, transparent complaints handling scheme to review student complaints and academic appeals. More information about the OIA can be found on its website www.oiahe.org.uk
A Completion of Procedure letter is issued detailing the OIA complaints appeals procedure and how a learner can access it.
You will, in most cases, be able to withdraw your complaint at any point. But if your complaint is serious, the investigating officer may have to follow it through even if you want to withdraw.
The Complaints Manager will nominate the appropriate officer to investigate the complaint. The nominated person to lead the investigation will be the Head of School or Assistant Principal for that area.
On completion of an investigation the investigating officer will:
A complaint against the Principal, the Board or an individual Governor: Complaints against the Principal, The Board or an individual Governor should be addressed to The Clerk to the Board of Governors, The City of Liverpool College, The Learning Exchange, and Roscoe Street Liverpool, L1 9DW.
Complaints against The Clerk of the Board should be addressed to The Chair of the Board of Governors, c/o The Principal, The City of Liverpool College, and The Learning Exchange, Roscoe Street, Liverpool L1 9DW.
If you are not satisfied with the response to your complaint, you can appeal. You can get an appeal form from email@example.com, Advice and Guidance, or College reception.
You can expect a response within 10 working days during term time – it may take longer over college holiday times due to staff availability.
If you still do not feel your complaint has been resolved after this process, and your complaint is about a course funded by the Skills Funding Agency or the Education Funding Agency, ask Advice and Guidance for contact details (Advice and Guidance will tell you if your course fits this category).
All formal complaints are recorded by the College Complaints Team, a regular reviewis undertaken by the Equality Manager for any element of potential or actual discrimination.
All staff have a responsibility for receiving complaints and treating them promptly and courteously in accordance with the procedure above. Staff are expected to provide assistance to support a complainant where necessary.
All managers have a responsibility for resolving complaint and leading or contributing to an investigation where deemed appropriate.
Director of Learning
The Director of Learning is responsible for resolving complaints that have reached the appeals stage.
The Board of Governors
The Board of Governors is responsible for over-seeing the complaints policy and procedure and may become involved if a complaint is directed at the Principal, the Clerk or any member of the Board.
Contact your Account Manager or main college contact in the first instance. If the problem is not resolved, you should contact the Employer Relationship Manager on 0151 252 3282.
Direct discrimination occurs when a person is treated less favourably than another on the grounds of any of their protected characteristics.
Discrimination based on association
Direct discrimination also occurs when a person is treated less favourably because of their association with another person who has a protected characteristic (other than pregnancy and maternity).
This might occur when a person is treated less favourably because their sibling, parent, carer or friend has a protected characteristic.
Discrimination based on perception
Direct discrimination also occurs when a person is treated less favourably because it is mistakenly thought or presumed that they have a protected characteristic (other than pregnancy and maternity).
Indirect discrimination occurs when you apply a provision, criteria or practice is applied in the same way for all, but this has the effect of putting individuals/groups sharing a protected characteristic at a particular disadvantage.
Indirect discrimination will occur if the following four conditions are met:
Harassment is the unwanted conduct that has the purpose or effect of violating the person’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment.
Conduct of a sexual nature is specifically included within the definition, although marriage/civil partnerships and pregnancy/maternity are not included as protected characteristics for harassment. As an employer the College is required to take reasonably practicable steps to prevent a third party (i.e. someone other than a manager or other employee) from harassing an employee.
Victimisation occurs when a person is treated badly because they have made, supported or raised a complaint or grievance under the Equality Act; or because they are suspected of doing so. A person is not protected from victimisation if they have maliciously made or supported an untrue complaint. There is no longer a need to compare treatment of a complainant with that of a person who has not made or supported a complaint under the Act.