At West Thames College, we take all concerns seriously. We keep a record of each complaint and we report on the number and types of complaint regularly to our Executive Team and to our Governing Body. We make sure that we learn from complaints that are upheld and that improvements are made to our systems wherever necessary.
First Steps - For Internal Students Only
If you are unhappy about any aspect of your course, you should in the first instance take it up with the member of staff or a manager responsible for the area concerned. In most instances we should be able to resolve your concern through this means.
Making a formal complaint
If your SLA, teacher, or another member of staff is unable to help you, you may wish to make a formal complaint. Below are details on what you need to do.
How to submit a formal complaint
Complaints should preferably be made in writing: A College complaints form can be obtained from the Information Centre, Reception at the Skills + Logistics Centre, Student Services, or the Learning Resources Centre. You can also obtain this form by clicking here.
You may also write a letter/email: Please include your full name, address, enrolment number, course title, the facts as you see them, and the outcome you are seeking.
Who to complain to:
|
Area |
Name |
Role |
|
Learning Resources Centre, Curriculum and Quality, Higher Education and Learning Resources Centre |
Lindsey Stewart |
Interim Vice Principal - Curriculum and Quality |
|
Inclusive Learning, Creative Industries and Student Experience |
Katrin Lehmann |
Vice Principal - Inclusive Learning, Creative Industries and Student Experience |
|
Finance, HR, and Development |
Mark Cooper |
Executive Director |
|
Resources (Catering, Estates, Health & Safety, IT, Security & Marketing) |
Casey Mack |
Executive Director |
|
Student Experience and Careers |
Samantha Louisy |
Director of Student Experience |
Teaching and learning issues (e.g. for Appeal Against Assessment)
|
Area |
Name |
Role |
|
Inclusion |
William Preston |
Senior Inclusive Learning Manager |
|
Business, ICT, Travel, Sport, Public Services and ESOL Adult |
Eric Stober |
Director |
|
English, Maths and ESOL |
Reman Swidan |
Director |
|
Health, Care and Science, Nursery, and Access to Higher Education |
Carolyn Moncrieffe |
Director |
|
Skills+Logistics Centre, Feltham and Alternative |
Beverley McGuire |
Director |
Note: The relevant managers responsible will normally handle complaints related to their areas of work.
Appeals
If you are dissatisfied with the outcome of your complaint, you may appeal within 10 working days of the decision by writing to the Executive Assistant, outlining your grounds for appeal. Please email or write to:
Prunella D’Souza, Executive Assistant
West Thames College London Road, Isleworth, Middlesex, TW7 4HS
If you remain dissatisfied after the College’s appeal process, you may escalate your complaint to the relevant external body.
For Adult Courses: GLA Skills & Employment Unit Provider Complaints, Greater London Authority, 169 Union Street, London SE1 0LL.
Email:
For Higher Education Courses: The Office of the Independent Adjudicator, Second floor, Abbey Gate, 57-75 Kings Road,
Reading, Berkshire RG1 3AB.
Website: www.oiahe.org.uk
For 16-18 Courses: Please visit the government website: www.gov.uk and search for complaints about post-16 education and training provision funded by ESFA.
Support with making a complaint
If you are a student or apprentice, your SLA, teacher, assessor, or a member of the Student Services Team can provide support in presenting your complaint.
