Bishop Auckland College is committed to providing high-quality customer service. If however you are dissatisfied with any aspect of the College’ services, you should discuss this first with your tutor or an appropriate member of staff. If you do not wish to do this, or you are still not satisfied you can make a formal complaint.
We value complaints and use the information from them to help us improve our services.
Who can complain?
Anyone who is dissatisfied with our service can make a complaint to the College. We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from a friend, relative or advocate, if you have given them your consent to complain on your behalf.
How do I complain?
You can complain in person, by phone, in writing, by email or by using our online complaints form
When complaining make sure you tell us:
- Your full name and address, also an email address if you have one
- As much as you can about the complaint as possible, including dates and times etc.
- What has gone wrong
- How you want to resolve the matter
What happens when you complain?
We will always tell you who is dealing with your complaint. An overview of the complaints process is laid out below and a link to the College’s Customer Complaints Procedure is available here
What if I am still dissatisfied?
After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint you can complain to:
For complaints relating to courses funded by the Skills Funding Agency (SFA) or Education Funding Agency (EFA)– you can contact the SFA or EFA within 3 months of receiving your complaints decision using the contact details below:
Skills Funding Agency North East
The Skills Adjudicator
The Skills Funding Agency
EFA institutions – Complaints
Central Intervention Team
Education Funding Agency
53-55 Butts Road
For HE courses delivered in partnership with the University of Sunderland– you can complain directly to the University of Sunderland. You must do this within 3 months of receiving your complaints decision.
University Of Sunderland
Academic Administration Manager
0191 515 2941
For complaints relating to HNC/HND courses solely ran through the College – you can complain to the Office of the Independent Adjudicator (OIA). You must do this within 12 months of receiving the Completion of Procedures (COP) letter.
You can fill in the OIA’s complaint form online or download a copy from the OIA website: http://oiahe.org.uk/making-a-complaint-to-the-oia/oia-complaint-form.aspx.