We’re sorry you’ve felt you need to complain but letting us know when you’re unhappy gives us the opportunity to put matters right for you and improve our service for everybody.

No matter how you communicate with us, we’ll listen and act on your needs. As you’d expect, if you complain using the phone or online form, the faster we’ll be able to try to get you back to normal.

By PhoneOnlineLetter
Many of you think that the easiest and quickest way to sort things out is by picking up the phone. We suggest of your enquiry about the services we will try to resolve the matter as soon as we could.
Send us a written message concerning our services using Learner Complaint Form If your question’s about your tuition support provider, you’ll need to write the full details so we can confirm you that helps us protect your rights as learner of Alpha College.
Feel free to write things down in a letter but please remember to factor the postal service into our response time. Write to us at: Student Services

Alpha College,
214 Brent House,
Kenton Road,
Harrow, HA3 8BT

 

To help us resolve your complaint, we’ll need the following:

 

  • A description of your concern
  • What you’d like us to do to put things right
  • Your name and address
  • A daytime phone number and best time to contact you
  • Your Learner details (for confidentiality reasons)
  • Any relevant references
  • If it is about the centre we work with we need to know from them

 

Next Steps

After receiving your complaint  We’ll contact you to confirm that we’re looking into it and when you can expect to hear back from us.

At that time, we’ll also give you a complaint reference number to quote, so we can always find your information quickly when you contact us.

We’ll keep you regularly updated about what is happening and if it looks like our investigations will take more than 8 weeks from when you first contacted us, we’ll provide you with a written update.

 

Our final response

When we’ve thoroughly looked into your complaint, we’ll write to let you know our final response. This will be a detailed letter that outlines what we found, what we plan to do as a result, and why we made the decision.

Learner Complaint form.

Definition:

A student complaint is an expression of dissatisfaction whether justified or not.  Complaints may be made by an individual student or group of students. The complaints procedure may not be used to challenge an academic judgement.

This Procedure covers complaints about:

  1. The way in which a programme is taught or assessed
  2. The learning support available
  3. Misleading information in prospectuses or in advertising or promotional material
  4. Any deficiencies in ACOL’s service or performance.  This includes library facility, student support services, student accommodation, provision for students with disabilities and any matters relating to the operation of the equal opportunities policies.

This Procedures does not cover:

  • Academic Appeals
  • Disciplinary Procedures for Students