Suggestions, Thanks and Complaints

TELL US YOUR VIEWPOINT

Dearne Valley College is committed to providing excellent learning opportunities and experiences for local individuals, communities and businesses.  We welcome your feedback as your views help us to make improvements.  One of the ways in which you can give us feedback is via our Viewpoint process which records suggestions, complaints, compliments and thanks.

SUGGESTIONS

We welcome any feedback on how we can improve our services. These will be forwarded for consideration by the appropriate college team.

THANKS/COMPLIMENTS

If you are particularly pleased with the service we have provided, please let us know so that we can pass it on to those concerned.

COMPLAINTS

The college prides itself on its good reputation but we accept that sometimes, things may go wrong.  Most complaints can be resolved quickly and informally by talking to a member of staff. We suggest one of the following as the first step:

If you are a student, talk to your tutor or progress coach who may be able to resolve the issue quickly without the need for a more formal process.

If you are a parent/guardian/carer of a student, ask to speak to the programme tutor or the curriculum head.  If the student is 18 or over, please be aware that we need their permission to discuss any issues with you.

If you are a customer using college services, please raise it with a member of staff in the particular service area.

If you are an employer or employee undertaking training, please contact the tutor/assessor/trainer or your college contact.

If you feel that you are unable to approach a member of staff or your concerns are serious and you would prefer to complain more formally, then please follow the process for a Stage 1 Formal Complaint below.


FORMAL COMPLAINTS PROCEDURE

Complaints are confidential and we will only consult appropriate staff when we investigate. 

STAGE 1 FORMAL COMPLAINT

Complete the online form below.  This will be recorded on our Viewpoint system and you will receive an acknowledgement.

We will respond to your complaint within 15 working days or sooner if possible. If we need longer to investigate eg due to college holidays or complex complaints, we will notify you within 7 working days and tell you who is leading the investigation.

STAGE 2 APPEAL

If you are not satisfied with the response to your complaint, you can write to the Principal within 10 working days of receiving the response, giving reasons why you are not satisfied and stating any preferred solutions or suggestions.  We will respond to your appeal within 15 working days or keep you informed if we need longer to investigate.
If you are not satisfied with the Stage 2 response, you must let us know within 10 working days of receiving it and we will refer the matter to the Chair of Governors.

EXTERNAL STAKEHOLDERS

A complaint may be referred to the Skills Funding Agency or, in the case of consumer credit disputes, to the Financial Ombudsman Service.  However, please be aware that external organisations will only consider the complaint if they are satisfied that all internal procedures have been followed.
Complaints about higher education can be submitted to the awarding institution and from 1/9/15 to The Office of the Independent Adjudicator for Higher Education (OIAHE) which operates an independent scheme for the review of student complaints (Higher Education Act 2004) once the college has completed its internal systems.  For more information, please click here


ONLINE VIEWPOINT FORM

Alternatively, you can complete the online form below.

Thank you for taking the time to tell us your views. 

 

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