Complaints
Making a Complaint
We take complaints very seriously and will make every effort to resolve your complaint as quickly as possible.
Resolving complaints also allows us to continually improve the Service for the benefit of both students and staff.
How to make a complaint at Westminster Adult Education Service.
Our aim is to resolve concerns as quickly and fairly as possible. Many concerns can be resolved through an informal discussion with the relevant member of staff, giving them the opportunity to address and resolve the matter.
To raise a concern, please complete our Feedback form. The form begins with the Early Resolutions stage, which must be completed before progressing to a formal Stage 1 complaint. If you have already raised your concern with a member of staff but remain dissatisfied, you can indicate this on the form and proceed to the formal Stage 1 complaints process.
How long will it take?
We aim to resolve most Stage 1 complaints within 10 working days and you will receive a response in writing. If we need further time to investigate, you will be notified of any variation to the expected response timeline. All complaints are resolved within one month from the date it is made, this is a requirement of Westminster City Council.
What if I am still not satisfied?
If, having completed the Early Resolution stage and received a response to your formal Stage 1 complaint, you remain dissatisfied with the outcome, you have the right to appeal the Stage 1 decision.
Stage 1 appeals must be submitted directly to appeals@waes.ac.uk. Your appeal will be reviewed in accordance with the WAES Complaints Policy.
Once you have exhausted the WAES complaints and appeals procedures and remain dissatisfied, you may escalate your complaint to Westminster City Council, where it will be treated as a Stage 2 complaint and referred to the Complaints and Customer Manager for review, or you can refer the matter to the most appropriate external agency, such as the relevant awarding or funding body.
Useful information
When making a stage 2 complaint, please explain why you are dissatisfied and what you expect from the review.
Contact information for stage 2 complaints only: stage2complaints@westminster.gov.uk
Useful email address for an apprentice and an employer if they are not satisfied with the outcome of their complaint and would like to appeal: complaints.ESFA@education.gov.uk
Or write to the Complaints team, Education and Skills Funding Agency, Cheylesmore House, Quinton Road, Coventry, CV1 2WT
For more detail, you can view the compliments, comments and complaints policy and procedure.
