Compliments &
Complaints
Brooklands Technical College is committed to continuous improvement and all feedback is greatly appreciated. To share your experiences, please follow the guidelines below.
Compliments
We would love to hear about your positive experiences of Brooklands Technical College, if you would like to share these with us please email us at: feedback@brooklands.ac.uk
Complaints
If you would like to make a complaint against the College, please follow the formal process listed below. By following this process, we ensure that your problem is addressed as efficiently as possible.
To view our Complaints Policy, please click here.
Informal complaints process
Please ensure you have followed steps 1 – 3 before submitting a formal complaint:
STEP ONE
Speak directly with the person involved, such as the tutor, lecturer or inclusion mentor.
Many issues can be resolved with a simple conversation. The complainant should clearly and calmly explain their concern, providing as much detail as possible, and then ask for a solution.
STEP TWO
If using Step 1 does not resolve the issue, the complainant should contact either the Programme Manager or Director/Head of the Department.
These staff members have a broader view of the situation and can often mediate or find a solution.
STEP THREE
Once all informal attempts to resolve the issue have been exhausted, the complainant should proceed with a formal complaint.
Formal complaints process
Once all informal attempts to resolve the issue have been exhausted, you can then proceed with a formal complaint. This is usually the final step and should be completed in writing using the official Formal Complaint Form. You will need to provide a detailed description of the issue, including dates and names, as well as any relevant evidence.
STEP ONE
The complainant should complete the online formal complaints form outlining the complaint details and dates.
The Quality & Standards Administrator will acknowledge receipt of the online formal complaints form within three working days and assign an appropriate manager as the investigating manager to gather evidence and investigate, in response to the complaint.
STEP TWO
The investigating manager will send a formal response within ten working days.
If a new timescale is agreed, the complainant will be notified and it will be documented. A written record of the investigation will be kept on the complaints log.
STEP THREE
If the complainant is not satisfied with the outcome then, the complainant should submit a written appeal to the Vice Principal for Quality, Standards and Learner Experience, detailing the reasons for their dissatisfaction, within five working days of the outcome received.