Compliments & Complaints
Give us your feedback.
We would love to hear from you.
Your feedback matters to us. We are proud of the positive experiences we create and always welcome compliments that recognise the hard work and dedication of our staff and students. We also recognise that, at times, things may not meet expectations. If this happens, we encourage you to let us know so that we can listen, learn and take appropriate action. By sharing your views, you help us celebrate success, improve our services and ensure we continue to provide the highest standards of education and support.
Compliments
If you wish to share positive feedback regarding the organisation, a department, staff member or student/apprentice, please complete this online form: Compliments and Positive Feedback – Fill in form
You can also download the form as a PDF and hand it in to Reception.
Once received, we will pass your compliments on to the relevant areas/staff that provide the service.
Complaints
If you are dissatisfied about your course or the services we provide, you can make a complaint. The procedure for making a complaint is explained below. To download a copy of our Complaints Policy and Procedure, please click here.
The complaints procedure covers the courses we offer and the services we provide. Although the complaints procedure covers most aspects of your course, it does not cover the outcomes of an assessment. If you are unhappy about the outcomes of an assessment, you should use the Academic Appeals Procedure.
Complaint Procedures
We hope that most complaints can be resolved informally. Your concerns will be taken seriously, and most issues can be resolved quickly.
You can talk to the person concerned, or the relevant manager for the area. Once you have raised your concerns, the staff member you speak to should come back to you with a response within 10 working days. Hopefully your concerns will have been resolved. However, if you have not had a response within 10 working days, or you are still not satisfied, you should escalate your complaint to stage 2. Please note that outside of term times, responses may be delayed.
If your complaint has not been resolved during the discussions with the manager, you can make a formal complaint by completing our online form Complaints – Fill in form
Alternatively, you can download a PDF and complete by hand.
Handwritten forms can be posted to Isle of Wight College, Medina Way, Newport, Isle of Wight, PO30 5TA or taken to our reception.
Once a formal complaint has been raised, you will receive an acknowledgement within 2 working days, a relevant senior or delegated manager will be assigned to investigate the complain and you will receive a response from the investigating manager within 10 working days from the date on the acknowledgement letter
Please note: in some cases, where issues raised are complex, the investigations may take longer than 10 working days. If this is the case, you will be sent a holding letter/email which will inform you of when to expect the reply.
If you remain dissatisfied with stage 2 you can appeal the decision. The appeal officer will be a member of staff in a more senior position than the investigating member of staff. You should make the appeal to the address or email below and request a review of how the complaint was handled and the resolution offered:
Compliments Appeal
The Isle of Wight College
Medina Way
Newport
Isle of Wight
PO30 5TA
Or email complaints_compliments@iwcollege.ac.uk, phone 01983 550732
The request needs to be made within 10 working days of the date of the reply to your Complaint.
You will receive an acknowledgement within two working days (where possible).
Other ways to give feedback.
Surveys
The College undertakes surveys each year of students, parents and employers. The surveys are an important source of information on the views of our clients about the provision, support and services we provide and we encourage you to take part. We will let you know the results of the survey and any improvements we are making as a result of your feedback
Student Voice
If you are a student at the College, you can take part in the student voice focus groups, which are held with student representatives from every department. We encourage you to become a representative for your course and to attend the meetings.