We aim to provide high quality education and services to everyone who studies at, works at, and visits our College. Your views are important to us and we need you to tell us when a service is failing or something is not right. We recognise however, that we sometimes get things wrong or make mistakes. If you feel we have made a mistake or have done something which you found unsatisfactory or unacceptable, do let us know: even if you think your particular concern does not amount to a complaint, we would still like to know about it.
We do not look at complaints as unwanted – indeed, they may help us to see where our services might be improved, and you may help us to deal with something we would otherwise overlook. We will do our best to put things right and prevent them from happening again.
Equally, we would like to hear from you about services that you like and/or if you have an idea for any improvement or change to a service.
The first step is to contact a member of the College staff. This can be done quite informally, either directly or by telephone/email.
Usually, the best staff member to contact will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then contact their relevant Line Manager or the Client Feedback Officer via Reception.
We will always try to resolve the problem on the spot if we can. If we can’t do this – because information we need is not to hand for example - then we will make a record of your concern, and arrange the best way of getting back to you.
Alternatively, you can use the Feedback Form (also available from the Reception areas of all East Surrey College sites, the Learning Resource Centre or from our Client Services team). This will give you information about what to do if you wish to make a formal complaint.
Copies of the Client Feedback Policy are available from the Learning Resource Centre and Client Services at East Surrey College, and at Reception in the various Centres. View the Client Feedback Policy here.