Complaints Policy

Sarum College aims to provide a high standard and quality of service in the delivery of its learning  programmes, services and facilities but recognises that occasionally things can go wrong.

When they do, complaints will be properly and promptly addressed and any lessons learned applied to enhance the student and staff experience.

Sarum College has a general Student Complaints Process and then a separate escalation process.

Procedures for externally validated programmes differ: please visit this page to view the complaints policy for those on University of Durham Common Awards and University of Winchester programmes.

The College’s complaints process begins with an informal phase in which we will work with students to address concerns and a second phase in which anyone who is unhappy with the informal process may escalate the matter via a formal complaint to the College.

Every reasonable effort will be made to deal promptly and efficiently with all complaints, to investigate them thoroughly, objectively and independently and to seek to resolve them satisfactorily. Staff determining complaints must not have had any previous involvement in the complaint.

All complaints will be dealt with in confidence with the proviso that enquiries will usually have to be made with others to investigate the complaint.

A number of different forms of complaints or grievance may be specified. This list is not exhaustive but may include:

1. Concerns relating to the general content and/or administrative arrangements associated with the course.

General academic or administrative concerns relating to any course should be raised with the course leader or course host. Issues relating to the provision by an individual tutor should wherever possible be raised directly with the tutor concerned. Course evaluation forms provide further opportunity on a confidential basis to identify aspects of particular modules with which students are dissatisfied.

If dissatisfaction persists, a formal complaint in writing should be submitted to the Director of Academic Development and/or Principal of Sarum College whereby the identified parties will be obliged to investigate and respond formally.

2. Grievance or complaint about the nature or quality of College services.

Students should contact the relevant course leader, course host or the Principal of Sarum College to be brought to the College Leadership Team for consideration.

If dissatisfaction persists, a formal complaint in writing should be submitted to the Director of Academic Development and/or Principal of Sarum College who will investigate and respond formally.

3. Grievance or complaint of a personal nature

Grievances or complaints of a personal nature should in the first instance be taken up directly with the person concerned or with the course leader who will make every effort to resolve the matter with or on behalf of the course participant.

Should the dissatisfaction persist, course participants should submit a formal complaint in writing to the Director of Academic Development and/or Principal of Sarum College to outline any unresolved difficulties. One or both parties will discuss the matter with all persons involved to find a satisfactory resolution.

 

Updated August 2022