portal

Complaints

This information gives an overview of the steps to raise a complaint; the full process can be requested by contacting the Quality Improvement team on 0113 284 6349.

Informal

We recommend that complaints are dealt with informally wherever possible, so in the first instance please try to resolve any issues directly with the staff member concerned or another relevant staff member, for example a course tutor, coaching tutor etc.

Stage 1

If the staff member is unable to resolve the complaint, or it does not specifically relate to a particular person, your complaint should be raised with the relevant head of department who will investigate and respond to you directly.

A complaint must be escalated immediately to stage 2 where any part of it relates to:

Equality & Diversity
Safeguarding
Health & Safety
Requests for fee refunds or waivers

Stage 2

Complaints can only be escalated to Stage 2 if they cannot be resolved at Stage 1. Formal complaints should be submitted in writing by emailing quality@luminate.ac.uk.

COVID-19 UPDATE

In-line with awarding organisations and Ofqual guidance, the college will not be investigating complaints relating to either the professional judgements of course tutors or the efficacy of the evidence presented to support such professional judgements. Rigorous internal quality assurance of any submitted centre-assessed grades was carried out by the college to eradicate any complaints of this nature.

Where students have already appealed to their curriculum department and are not happy with the outcome, you may wish to complain. Please email your complaint with your supporting evidence to quality@luminate.ac.uk however  please note we will only investigate complaints where you have provided clear evidence of:

  • Administrative/procedural error, for example, incorrect recording of actual or estimated grades submitted to the awarding organisation by the college, or
  • Bias or discrimination

*This information is subject to change as advice and guidance becomes available from the relevant external agencies and will be updated as necessary.

Latest Tweets

accreditations

Contact

Keighley College

Bradford Road, Keighley
West Yorkshire BD21 4HQ United Kingdom

Tel: 01535 685000
Student Absence Line: 01535 685109 / attendance@keighleycollege.ac.uk
Email: enquiries@keighleycollege.ac.uk

Exams Email: exams-KLY@leedscitycollege.ac.uk