Complaints Procedure

Tavistock College’s complaints co-ordinator is: PA to the Principal.

It is in everyone’s interest that complaints are resolved at the earliest possible stage. This procedure is designed to ensure that all complaints will be dealt with objectively and impartially.

Stage One

If a verbal complaint is received, every effort will be made to resolve the complaint at the first point of contact. A formal written complaint should be addressed in the first instance to the College’s complaints co-ordinator, who will refer it to the appropriate member of staff or the Governing Body. A Complaints Form is available from the complaints co-ordinator or can be downloaded here.

If the first approach is made to a member of the governing body, the governor will refer the matter to the appropriate person, via the complaints co-ordinator, and will not act unilaterally outside of the complaints procedure.

The College will respect the views of a complainant who indicates that she/he would have difficulty discussing a complaint with a particular member of staff. In these cases, the complaints co-ordinator will refer the complainant to another staff member. Where the complaint concerns the Principal, the complaints co-ordinator will refer the complaint to the Chair of Governors.

Similarly, if the member of staff directly involved feels too compromised to deal with the complaint, the complaints co-ordinator may consider referring the complainant to another staff member.

Stage Two

If the complainant is dissatisfied with the way the complaint has been handled at stage one or wishes to pursue her/his initial complaint, s/he may request that the Principal decides on the action to be taken. At this stage, the Principal may delegate the task of collating the information to another member of staff.

Stage Three

If the complainant is dissatisfied with the way the complaint has been handled at stages one and two or wishes to pursue further her/his initial complaint, the complainant may refer the matter to the Chair of Governors giving details of the complaint. The Chair, or a nominated governor, will convene a Governing Body complaints panel to consider the complaint. The Chair of the panel will notify the complainant of the panel’s decision in writing.

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Page updated Tuesday, May 14, 2013