Raise a concern
The first phase in our complaints procedure is to raise a concern. This allows Customer Service or Student Service to try to resolve the matter quickly.
This can be done at any of our main centres or from our website.
How are complaints received/made?
If individuals are not satisfied after exhausting the procedure at PHASE 1, they should complete a Complaints Form (available on the college website, or on request from Student Services or Customer Services). This should be submitted to the Principalship. They also have the option of writing to/speaking with/telephoning the Director of Human Resources, North Hertfordshire College, Human Resources Department, Cambridge Road, Hitchin, Hertfordshire, SG4 0JD.Tel 01462 424242.
Complainants also may ask the Director of Human Resources, or any other member of staff to complete the form on their behalf. Alternatively, complainants may select a person of their choice to complain on their behalf (e.g. friend, parent, guardian). Complainants are advised to keep their own records, copies of their complaints form, and any documents which they feel substantiate their complaint.
Who supervises the investigation into the complaint?
The Director of Human Resources will refer the complaint to the relevant Director according to the nature of the complaint. The College will acknowledge receipt of the complaint and confirm who they have referred the matter to. Complainants will normally receive receipt of their complaint within five working days.
How is a complaint investigated?
The nominated person will conduct the investigation, ensuring evidence, statements etc are obtained from all parties to the complaint, and produce a report and a draft reply.
Who replies to the complainant?
The nominated Director/member of staff is responsible for investigating the complaint, for responding to the complainant on progress normally within twenty working days and for ensuring that appropriate action is taken. The response will be conveyed by letter, or if deemed appropriate by arranging to meet the complainant. North Hertfordshire College aims to resolve matters as quickly as possible. However, inevitably, some issues may be more complex than others, and therefore may require longer to investigate fully. Consequently, timescales for handling and responding to complaints are indicative.
What if the complainant remains dissatisfied?
If the complainant requires more information on the outcome of their complaint, they have the option of writing to/telephoning the Director of Human Resources at North Hertfordshire College, Human Resources Department, Cambridge Road, Hitchin, Hertfordshire, SG4 0JD, Tel 01462 424242, stating the reason why they are dissatisfied with the outcome of their complaint. The Director of Human Resources will, if appropriate, respond by sending out a further written response or by carrying out further investigation.
What if the complainant is still dissatisfied?
If the complainant is still dissatisfied with the outcome of their complaint, they should inform the Director of Human Resources, who will record details of the appeal and will forward all documentation to the college Principalship.
How is an appeal handled?
The Principalship will consider the nature of the complaint and will carry out a further investigation, will write to the complainant with the outcome or will arrange to meet the complainant.
Who can the complaint refer to outside College?
Following the action taken above, if the complainant still feels that the matter has not been resolved to their satisfaction, and after having exhausted Phases 1 and 2 of the College’s complaints procedure, they may wish to refer the complaint to the College Governing Body. This is the final stage of the Complaints Procedure. Complaintants who still feel their complaint has not been resolved to their satisfaction may wish to refer it to the Learning and Skills Council, or any other specific regulatory body.