COMPLAINT/SUGGESTIONS FORM: Help us to help you
How to make a complaint or suggestions to improve
Lambeth College is committed to providing an excellent service to its students, their parents,
employers, partners and the local community as outlined in the College Charter. The aim of
this procedure is to offer a quick and effective resolution to your complaint or comment
close to the source of the problem, but with the option to refer the matter to a more senior
manager if required.
If you have any complaints or suggestions for improving our services we would like to hear
from you. This is what to do:
1. Talk to a member of staff informally. In our experience we are able to resolve most
issues at this stage when you talk to a Lambeth College member of staff close to the
complaint.
2. If you are not satisfied then you have the right to have your complaint dealt with by
an appropriate manager. Please complete the complaint form on the back of this
leaflet. This helps us to find the person to give you a full and speedy response.
3. Hand in the completed form at Reception or Student Services at any of the College
centres or you can send it directly to the Vice Principal – Learning and Improvement,
Clapham Centre, 45 Clapham Common Southside, SW4 9BL. We undertake to give
you an initial formal response within fifteen to twenty working days of receipt of
your original written complaint in the Quality Office.
4. If you are not satisfied with the response, you can appeal to the Principal via the
Director of Performance and Standards. The Principal will ask a member of the
College Leadership Group to investigate the complaint. If you are still unhappy, you
may be offered an interview with the Principal to discuss the matter. The Principal’s
decision on the original complaint is final.
If you have difficulty in understanding or writing this form, please ask someone to help
you. You may also complete this form online or you can telephone the Vice Principal –
Learning and Improvement directly: 020 7501 5753
COMPLAINT & SUGGESTIONS FORM
Name of complainant:
Student Number:
Date:
Time:
Address:
Telephone number:
Nature of complaint:
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Signature of complaint:
Office Use:
Complaint reference number: ____ /____
Complaint first received by: ……………………………………………………………………
Date: …………………
Received by Vice Principal – Learning & Improvement: ……………………………………
Date: ………………….
Letter of acknowledgement sent by Director of Performance & Standards:
Date: ………………..
Referred by DPS to ……………………………………………………………………………………..
Date: …………………
Copy of response received by DPS
Date: …………………