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 and effective as possible. To do this we need to know whether we’re getting it right and how we can improve 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?
Try to sort it out
Anyone who has cause for complaint should discuss their issue with the member of staff who is delivering the service in question. The member of staff should try all means to resolve the complaint to the complainant's satisfaction.
What if I’m still dissatisfied?
If this process fails to resolve the issue, then the complainant should contact the Head of School/Division responsible for the service. Any member of staff will assist in making contact with the appropriate Head of School/Division. The Head of School/Division will use all the means to find a satisfactory resolution to the complaint.
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 in writing, either via post or email. Details will be passed to the Vice Principal who will acknowledge receipt of the complaint before giving a full written answer to the complaint.
Who do I write to?
You should make your complaint directly to the Vice Principal, Hartlepool College of Further Education, Stockton Street, Hartlepool TS24 7NT or by emailing complaints@hartlepoolfe.ac.uk.
What happens next?
The Vice Principal will give a full written answer to the complaint within 15 working days of making the formal complaint. If it is going to take longer than 15 days, then he/she will inform the complainant as to when he/she can expect a reply. If the complaint is seriously affecting welfare the complaint will be resolved as soon as possible.
Can I take my complaint further?
If the complainant remains dissatisfied, then a request can be made to have the complaint reviewed. The review process requires the Principal to look at all the information connected with the complaint. He/she will decide whether or not the complaint should be considered by the Complaints Panel.
For further information on our Complaints Procedure please contact Student Support/Reception.
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. To tell us what you think, you can contact the Head of Student Support, by ringing 01429 295111 or write to Hartlepool College of Further Education, Stockton Street, Hartlepool TS24 7NT.
