Waltham Forest College strives to ensure that it fulfils its role in the community in a positive and responsible manner. When things go wrong, we would encourage students to raise any concerns or queries as soon as possible, as this typically means that they will be easier and quicker to resolve. We don’t want to discourage you from discussing any concerns with a member of staff in the appropriate department as this can resolve your concerns immediately. The College understands that raising a complaint can be stressful and that the process can sometimes seem difficult. We would strongly encourage students to contact Student Services in the first instance to discuss their concerns.

If you want to make a complaint because you are not happy about something.

Speak to someone in Student Services for free and confidential advice. They may be able to help you.

Contact Student Services on 020 8501 8501 or email myfuture@waltham.ac.uk

If you are still not happy follow Step 2

You can make a formal complaint in writing.

You will receive an acknowledgement within three working days. Your complaint will be investigated by the appropriate Manager or Director of Services for Students and you will receive a letter of outcome within fourteen working days.

If you are still unhappy with the outcome follow Step 3

You can go to Appeal.

You need to write a letter addressed to the Quality Administrator with your reasons for requesting an Appeal and you must make your request for an Appeal within ten days of receiving your letter of outcome. The decision of the Appeal Panel is final.

You are still not happy after you have had your Appeal follow step 4

You can refer your complaint to the Skills Funding Agency (SFA).

Please make sure that you have read and understood the College’s Complaints Policy and Procedures and that you have been through all of the steps in the Policy before referring to the SFA as they will not investigate your complaint until you have done so. Their contact details can be found on page 2 of the Policy.

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