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How to make a complaint?

If you have a complaint to make, the best way to get your views heard and finds a solution is to go through the proper channels. At Oxford Business College, we have a complaints procedure in place to make sure that any concerns you have are heard loud and clear.

The purpose of a complaints procedure is to help you raise your concerns and address those concerns in an orderly and timely manner.

The first step is to contact a member of staff who can help you with your complaint. If you’re not clear who to speak to, you can contact your Tutor, Programme Leader or the Head of Academics, who will advise you on the correct staff member. This stage is known as an ‘informal’ complaint – hopefully, you and the relevant staff member can find a solution at this stage, but if not, you can move to a ‘formal’ complaint.

At the ‘formal’ complaint stage 1, your concerns will be raised with the Head of Academics, or the Director. An Investigating Manager will be appointed to take relevant statements and consider the complaint. After the investigation, you will receive a written response detailing the actions that will be taken in response to your complaint.

If you are not satisfied with the response to your formal complaint at stage 1, then you move to stage 2, you can contact the Head of Academics. If the Head of Academics agrees with you, they can convene a Review Panel to consider your complaint and the College’s handling of the situation.

If you remain unsatisfied with the handling of your complaint at the conclusion of this stage 2, you can submit your complaint to an external body for a further, independent review.

This complaints procedure is in place to provide a defined, transparent course of action and timetable for addressing your concerns. The system ensures that you will receive a response and that your concerns will be heard and addressed by the right people, both in the College and externally.

As you’ll find in the world of business, having a complaints procedure in place is the best option for both the complainant and the subject of the complaint. When tensions are high, complaints can sometimes be aired in the wrong forum – for example on social media, or in the middle of lecture – where the complaint can’t be properly addressed and resolved.

To make sure your complaint is heard, and that a solution can be found to your concerns, make sure you choose the right forum – that forum is our complaints procedure.