Complaints procedure


Even in the best of organisations things can go wrong. Maybe something isn’t as good as it might be with our arrangements, or maybe you have concerns about an employer. Whatever the problem, suggestion or good idea, we want to hear about it so that we can try to improve the service offered. So please, if you have any suggestions, ideas, constructive comments, complaints or compliments talk to us.

But if you have a real problem with any part of your experience as a user of the careers service, which you feel is serious and which isn’t easily sorted out, you have the right to make a formal complaint.

The Careers Group complaints procedure (approved by the University of London) is formal in its language and overall approach. Although a member of staff can talk you through it, should you need it, you may find it helpful to have these main points in mind:

> A formal complaint has to be in writing: it’s for when you feel that you have talked to staff but you still aren’t happy with the response
> Usually you would have already talked to your College Careers Service or relevant Central Services team, so if you need to write, address it to the Director of Quality and College   Services (if the complaint relates to a college service) or the Director of Central Services (if the complaint relates to a centrally based service). Staff will give you contact details
> The Director of Quality and College Services/Director of Central Services has to reply within a stated time (full details are in the full procedure document which a staff member can give you.)
> If you still aren’t happy, you have the right to write to the Vice Chancellor (strict timetables apply)
> If you have done all this and your complaint is still unresolved you can approach the Office of the Independent Adjudicator for Higher Education for a review. We can show you where to find information about this process

If you need to make a formal complaint we promise that you will be given the documents you need, timescales will be explained, contact details provided and the whole process handled openly and fairly.


June 2012