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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.

If the complaint is a small issue you may approach either your tutor or a member of the Reception / Admissions staff. They may be able to resolve it immediately or refer you to a member of staff who can. If this is the case no further action need be taken.

If you wish to formally register your complaint write to: Head of Learner Development, Complaints, Westminster Adult Education Service, Lisson Grove Centre, 219 Lisson Grove, London NW8 8LW or email complaints@waes.ac.uk

How long will it take?

WAES will deal with your complaint as quickly as possible. We aim to resolve most complaints within two weeks, however some can take longer  All complaints are resolved within one month from the date it is made and you will receive a response in writing. This is a requirement of Westminster City Council.

What if I am still not satisfied?

If having made a complaint and appeal you remain unsatisfied by the outcome, you are entitled to seek further guidance. You have the right of appeal to the Principal and Head of Service. Should you still be dissatisfied, your complaint can be escalated to the WAES Governing Board or to Westminster City Council. You may wish to take your complaint to the most appropriate external agency, e.g. the awarding or funding body.

If you are not happy with the response you receive or the way your complaint was handled, you can appeal to the Chief Executive by making a stage 2 complaint. Your complaint will be sent to the Complaints and Customer Manager who will carry out a review of your concern(s).

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:

Email: stage2complaints@westminster.gov.uk
Telephone: 020 7641 1911
Post: Westminster City Council, 2nd Floor, City Hall, 5 Strand, London  WC2N  5HR

Clerk to Governors, Westminster Adult Education Service (WAES), Lisson Grove or call Executive Officer (Tel: 020 7641 8102) and she will escalate your query to WAES Governing Body.

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

Download the Complaints Policy, Procedure & Process document.

 

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