Summary
Mr C complained that the college failed to respond to his complaints about the teaching staff on his course. We found that there were a number of shortcomings in the college's handling of Mr C's complaints. It took them too long to respond, not all issues he had raised were properly considered, and there was a lack of robust follow-up action to improve Mr C's learning experience. The college apologised unreservedly and reimbursed Mr C's fees.
Recommendations
We recommended that the college: provide update training to all staff involved in Stage 1 complaints handling.
Related reading
View Decision Report 201202303 as a PDF (11.88 KB) Updated: March 13, 2018