Complaints & Appeals
Formal complaints must be in writing and forwarded to the Quality Manager at the College address or by email via feedback@yeovil.ac.uk
Process for Handling formal complaints
Learners and other stakeholders who wish to record feedback regarding services provided by the College should be encouraged to raise the issue with the appropriate member of staff. Issues are best resolved informally with those directly responsible. However, if the issue is not resolved informally, it should be treated as a formal complaint. Formal complaints must be in writing and forwarded to the Quality Manager at the College address or by email via feedback@yeovil.ac.uk.
Read the full Complaints Procedure named ‘Customer Feedback Policy and Procedure (including complaints)’ on this page here.
Appeals
If complainants are not satisfied with our response and want to pursue matters further, they should write to the Principal within 10 working days of receiving their response, setting out why they are dissatisfied. The Principal will consult with the investigating manager and other staff as appropriate and respond to the complainant in writing within 10 working days of receiving the appeal. If the appeal cannot be concluded within this period, the Principal will write to the complainant before the expiration of the 10-day appeal period, to provide an estimate of when a full response will be provided.
If complainants remain dissatisfied with our complaint appeal response and want to pursue matters further, they should write to:
Complaints Team
Education & Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT
or by email to complaints.ESFA@education.gov.uk
They should write within three months of the College making a decision on the complaint.