At West Thames College, we take all concerns seriously. We want to resolve issues fairly, quickly and respectfully.
This page explains how students, apprentices, prospective students and members of the public can raise a concern or make a formal complaint.
Before making a formal complaint
If you are an internal student and are unhappy about any aspect of your course, your first step should be to speak to the member of staff or manager responsible for the area concerned.
In most cases, we should be able to resolve your concern informally.
If your Student Learning Assistant (SLA), teacher or another member of staff is unable to resolve the issue, you can make a formal complaint.
Complaints should be submitted as soon as possible after the incident. Complaints received more than three months after the event may not be investigated.
How to make a formal complaint
Complaints should preferably be made in writing.
You can obtain a College complaints form from:
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Information Centre
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Reception at the Skills + Logistics Centre
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Student Services
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Learning Resources Centre
Student Services can support students and apprentices with completing the form and presenting their complaint.
Alternatively, you can submit your complaint by letter or email. Please include:
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Your full name and address
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Your enrolment number, if applicable
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Your course title, if applicable
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The facts of your complaint
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The outcome you are seeking
What happens after you complain?
We will:
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Treat your complaint seriously and investigate it thoroughly.
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Send you a written acknowledgement within 5 working days.
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Provide a full written response within 15 working days, or an update every two weeks if more time is needed.
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Explain the reasons for our decision.
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Where a complaint is upheld, apologise in writing and take steps to put matters right as quickly as possible.
We reserve the right not to investigate complaints considered to be vexatious or malicious.
Who should I complain to?
Complaints should normally be directed to the manager responsible for the area concerned.
The relevant areas include:
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Inclusive Learning, Creative Industries and Student Experience – Katrin Lehmann, Vice Principal
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Student Experience and Careers – Samantha Louisy, Director of Student Experience
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Business, ICT, Travel, Sport, Public Services and ESOL Adult – William Preston, Senior Inclusive Learning Manager
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English, Maths and ESOL – Eric Stober, Director
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Health, Care and Science, Nursery, and Access to Higher Education – Reman Swidan, Director
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Skills + Logistics Centre, Feltham and Alternative Resources, including Catering, Estates, Health & Safety, IT, Security and Marketing – Casey Mack, Executive Director
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Finance, HR and Development – Mark Cooper, Executive Director
For complaints relating to Learning Resources Centre, Curriculum and Quality, Higher Education and Learning Resources Centre, please contact Lindsey Stewart, Interim Vice Principal – Curriculum and Quality.
For teaching and learning issues, including appeals against assessment, the relevant manager will normally handle the complaint.
If you are unhappy with the outcome
If you are dissatisfied with the outcome of your complaint, you can appeal within 10 working days of the decision.
Your appeal should be made in writing to:
Prunella D’Souza, Executive Assistant
West Thames College
London Road
Isleworth
Middlesex
TW7 4HS
Please clearly explain the grounds for your appeal.
If you remain dissatisfied
If you remain dissatisfied after completing the College's appeal process, you may be able to escalate your complaint to the relevant external body.
Adult courses
GLA Skills & Employment Unit Provider Complaints
Greater London Authority
169 Union Street
London
SE1 0LL
Email:
Higher Education courses
Complaints can be referred to the Office of the Independent Adjudicator (OIA).
Office of the Independent Adjudicator
Second Floor, Abbey Gate
57–75 Kings Road
Reading
Berkshire
RG1 3AB
Website: www.oiahe.org.uk
16–18 courses
Visit GOV.UK and search for complaints about post-16 education and training provision funded by ESFA.
What happens to complaints?
We keep a record of complaints and regularly report on the number and types of complaints to our Executive Team and Governing Body.
We use upheld complaints to identify where improvements can be made to our systems and services.
Need help?
If you are a student or apprentice, your SLA, teacher, assessor or a member of the Student Services Team can support you with making a complaint.
