Kingston Maurward College is committed to providing a quality service and achieving the highest standards. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers. Our customers are students, staff and visitors to the College. Therefore we aim to ensure that:

• expressing views or making a complaint is as easy as possible
• we treat as a complaint any clear expression of dissatisfaction with our service which calls for a response
• we treat views and complaints seriously
• we respond promptly and politely
• we respond in the right way – with an explanation, or an apology where we have got things wrong, information on any action taken and with our thanks for raising the issue
• our student and staff charter standards are met
• we learn from views/complaints and use them to improve our services
• we adhere to our Views and Complaints process

• The process is managed by Fiona Renouf, our Complaints Officer. In dealing with a complaint, privacy and confidentiality will be respected. Disclosure about the complaint will only be made insofar as this is necessary for dealing with the complaint. You will not suffer as a result of any view or complaint made by you.

• Your views/complaint will be acknowledged by the Complaints Officer within 3 working days telling you who will be responding to your concerns and when.
• We will post a full reply to your view/complaint within 10 working days of receiving the complaint. (However, if the nature of your complaint requires longer investigation you will receive progress reports every 10 working days until the conclusion of our investigation).
• If it is necessary to meet with you regarding the complaint that you have made, you can choose to be accompanied by a friend or colleague.
• If you are unhappy with the reply you receive, you can then inform the Complaints Officer who will proceed to the next stage in our process.