Hartlepool College of Further Education aims to provide high quality services that meet the needs of all its clients. We want to make our services as efficient adn effective as possible. To do this we need to know wether we're getting it right and how we can improve our services for you.

• If you are not satisfied with a service, tell us why not and what we can do to improve things.
• If we are doing things really well, we'd like to hear about that too.
• And we'd be interested to hear any suggestions you have for making our service even better.

We promise to listen carefully to what you have to say and respond promptly to your comments and complaints. Any information you provide will be treated confidentially.
 

How do I make a Complaint?

First of all, talk to the staff who run the service you are concerned about. Contact the Head of Division you have been dealing with or ring reception 01429 295111 and they will put you through to the right division.

The person you contact will do all they can to sort out your problem as quickly as possible. You can complain for yourself or on behalf of someone who cannot complain for himself or herself

What if I'm still dissatisfied?

Making a formal complaint:

If you are dissatisfied with how your complaint has been dealt with you can take it further by making a formal complaint. You can make a formal complaint in writing, by phone or in person, through Student Services and
telling a member of staff who will take down the details of your complaint.

Who do I write to?

You should make your complaint direct to:
Darren Hankey, Assistant Principal , Hartlepool College of Further Education, Stockton Street, Hartlepool TS24 7NT. Tel: 01429 404005

What happens next?

Your complaint will be investigated by the Assistant Principal : with resposibility for complaints, who will write to you within five working days and let you know who is dealing with your complaint and how long it will take. We will aim to give you a full written answer to your complaint within 15 working days of making your formal complaint. If it is going to take us longer than 15 days, we will let you know when you can expect a reply.

Can I take my complaint further?

Review by the Principal:

If you are still dissatisfied with how your complaint has been handled, you can ask to have your complaint reviewed. If you ask for a review, the Principal and will look at all the information connected with your complaint. He will decide whether or not your complaint should be considered by the Complaints Panel. The Complaints Panel will comprise the Principal, Assistant Principal: a representative of the Division about which the complaint has been made, yourself and a friend, parent or supporter if you wish. If it is decided that a Complaints Panel should be held, you will be invited to a meeting to discuss why you are still dissatisfied with the way your complaint has been dealt with. If you wish to have your complaint reviewed, you should write to the Assistant Principal:and ask for a review.

Appeal

We will make every effort to deal with your complaint to your satisfaction. If we are not able to do this, the College will appoint an adviser to make an independent investigation of your case, presently the College's solicitor. However, this process does not usually begin until the College's own complaints procedures have been completed. It is always best to first of all contact the staff responsible for the service you are unhappy about. They will do their best to sort out your problem.

Compliments and Comments:

We'd also like to hear from you if you think we're doing something very well or if you have any suggestions for ways of improving the services of Hartlepool College. Write to or phone the Assistant Principal: to tell us what you think. The direct line is 01429 404005 or alternatively email: information@hartlepoolfe.ac.uk