At Suffolk New College we are committed to achieving excellence in standards and in the quality of service we provide for all our users, only you can tell us if we are achieving this.
If you are unhappy with the service you have received, or it did not meet your expectations we need to know so that we can put things right.
We also want to know if we are doing something well so we continue to do it. You can submit a compliment for a staff member, team or specific part of the organisation.
As an organisation, we are focused on transforming lives by providing an exceptional learner experience.
You can submit a compliment for a member of staff, a team or a specific organisation.
Compliments will be passed on to our staff, their line manager and are used to identify areas of good practice and opportunities for development.
We recommend that concerns are dealt with informally wherever possible, so in the first instance please try to resolve any issues directly with the staff member concerned or another relevant staff member, for example a course tutor or progress tutor.
All complaints from enrolled students/apprentices or their parent/guardian/carer where under 18 years old will be referred to their Curriculum Area. All other complaints will be referred to the Department or Curriculum Area to which the complaint applies.
Cause for concern – requires Head of Curriculum Area response.
Serious – requires Director of Curriculum Area/Business Support Heads response (could be from parent or employer; user of Chefs’ Whites, Suffolk Rural Commercial Services or The Zone; member of community; hirer of facilities; may be a cause for concern that has escalated from Head and now a complaint);
Most serious – requires Executive response (may be a complaint not resolved at Curriculum Area or Departmental level). The Executive Team comprises of the Deputy Principal and Deputy CEO, whereby the relevant Executive member will investigate the issues raised in the complaint.
If the complainant remains dissatisfied once the Executive has responded, the complainant may write to the Education & Skills Funding Agency.
The College is committed to providing a quality service for all its users and stakeholders. It strives to improve the service by listening and responding to the views of the College community, including students, apprentices and staff, parents and carers, visitors, local businesses and community groups.
The College’s Compliments, & Complaints Policy supports positive feedback, informal concerns and formal complaints.
