Complaints Policy

If you have a problem which you think stems from unfair treatment, either from a member of staff or as a result of a particular set of circumstances, there is a procedure which should help you resolve the problem.

Stage 1: 

You should talk to someone who may be able to help.  This would normally be the individual(s) with whom you have the problem. If this is not possible, speak to your Personal Tutor, who may be able to intervene.  We would normally expect complaints to be resolved informally, but if the issue cannot be resolved at this stage, then you may wish to make a formal complaint through the Complaints Procedure.

Stage 2:

If you wish to make a formal complaint, you must first put your complaint in writing and pass it to the Deputy Principal, Peter Roberts (via reception in the main building) or email prs@osfc.ac.uk.  Action will then be taken to investigate and to find a satisfactory solution.

At this stage, you would be required to submit a statement explaining your concern.  Under normal circumstances, you should expect some response within 5 working days. This may involve a meeting or meetings with a member of the Senior Leadership Team, normally Peter Roberts.  You may wish to be accompanied to any such meeting by a supporter e.g. your Personal Tutor, the Student Executive Welfare Officer or a parent/carer.  The purpose of meeting is to determine the facts in the situation and reach an outcome that is satisfactory to all parties. It is hoped the complaint will be resolved at this point.

Stage 3:

If there has been no satisfactory solution, or if the complaint is a very serious one, further investigation may be carried out on your behalf.  You have a right of appeal to the Principal, Jayne Clarke jcl@osfc.ac.uk, whose decision is final and binding on all parties.  Appeals relating to assessments include an opportunity to appeal to the exam board.