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Complaints Procedure Leicester College strives to produce the highest quality learning opportunities and services and is determined to be known for excellence in all that it does. However, we accept that sometimes our service to customers, visitors and staff falls short of these standards. If you are dissatisfied in any way with our services we are anxious to hear from you and to do what we can to rectify matters. At the same time, if you are especially pleased with the service you have been provided with, we welcome these comments too.
The College Complaints Procedure has four stages.
Informal - Stage 1 If you have a complaint, you should in the first instance take it up with the member of staff or person responsible for the area concerned. In most instances we should be able to resolve your concern through this means. The Manager will normally provide feedback to you within five working days.
If you don’t feel comfortable discussing your complaint with a member of staff from your area you can talk to a member of staff from the Student Liaison Team. They will talk through your concerns in confidence and help you with the process.
If you are dissatisfied with the outcome of this informal stage, you should proceed to Stage 2
Formal - Stage 2 There are a number of different ways you can make a formal complaint. All stage 2 complaints will be investigated and responded to by a senior manager in the department responsible.
You could write your complaint on a TalkBack form.
You can write to the College's Complaints Administrator at the Quality Improvement Unit, Leicester College, Freemen’s Park Campus, Aylestone Road, Leicester LE2 7LW You can email
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You can use the online TalkBack form on the College website at www.lec.ac.uk If you want to talk to someone first you should contact the Complaints Administrator who can be contacted:
by telephone on 0116 224 2093 by internal telephone on extension 2093 After you have made your complaint you will receive a written response, where possible within ten working days, setting out the result of the investigation and the action that will be taken. If your complaint is going to take longer than ten working days to resolve we will contact you to inform you of the likely timescale. If you are dissatisfied with the outcome, you should proceed to Stage 3.
Formal - Stage 3 You should contact the College’s Vice Principal, Quality, Students and Staff, who can be contacted:
by telephone on 0116 224 2090 by internal telephone on extension 2090 in writing to the Vice Principal, Quality, Students and Staff, Leicester College, Freemen’s Park Campus, Aylestone Road, Leicester LE2 7LW When you make a complaint to the Vice Principal, Quality, Students and Staff you will receive a written response, where possible within ten days, setting out the result of his investigation and the action that will be taken. If your complaint is going to take longer than ten working days to resolve we will contact you to inform you of the likely timescale. If you are dissatisfied with the outcome, you should proceed to Stage 4.
Formal - Stage 4 If your complaint cannot be resolved by the College, you can refer it to the Learning and Skills Council. Their addresses and phone numbers are as follows:
Leicestershire Learning and Skills Council
If you would like a copy of the College’s full Complaints Procedure please contact the College’s Complaints Administrator whose contact details are listed above.
