Compliments, Comments and Complaints

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 welcome all feedback – whether it’s a compliment, a comment, or a complaint.

If you’ve experienced excellent service or would like to share something positive, we’d love to hear from you. You may also have suggestions for improvement or ideas about how we could make our services even better. We value all feedback and appreciate you taking the time to share your thoughts.

Equally, if you believe a service is failing or something is not right, it’s important that you tell us; we recognise 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.

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 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.

Copies of the Compliments, Comments and Complaints Policy are available from the Learning Resource Centre and Client Services at East Surrey College, and at Reception in the various Centres.