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Complaints Procedure

If you wish to make a complaint, you can either download and complete the Feedback Form, or send an online Feedback Form

Downloaded Feedback Forms can be sent to: Principal's Office, Richmond upon Thames College, Egerton Road, Twickenham, Middlesex, TW2 7SJ

What is a complaint?

All staff at the College welcome feedback so that we can improve. All complaints are dealt with seriously and thoroughly. This procedure enables students, parents/guardians, employers, the local community and other stakeholders to provide us with feedback.

If you are dissatisfied with any aspect of your experience at College please talk to one of our staff or managers who will try to resolve the problem as quickly as possible. If you are satisfied with the outcome, we hope there is no need for any further action.

If you remain dissatisfied, having taken this action, you are encouraged to let us know through our complaints procedure.

What is the procedure for complaints?

In cases where you are not satisfied with the outcomes of your initial complaint, please download and complete a Feedback Form, or send an online Feedback Form. Copies of the feedback form are also available on Moodle, at Reception or from Personal Tutors.

You will receive acknowledgement of receipt of the form within three working days. Your complaint will be fully investigated. In the majority of cases you should receive written notification of the proposed action within 10 working days of receipt of your form. If the investigation is likely to take longer than this you will be informed.

Complaints should be made as soon as possible after the event, issue or incident, as delays can make it difficult to deal adequately with your concerns. The College will not normally investigate complaints submitted more than three months after the original event, or any complaints that are considered to be either vexatious or malicious.

What to do if you are not satisfied with the outcome?

You will receive a Review Form when you receive notification of the outcome of your complaint. If you are not satisfied with the outcome you can respond, using this form, within 10 working days. You should send your Review Form to the Deputy Principal who will respond to you within 10 working days. This is the final stage of the process and the response from the Deputy Principal is the College's final position in relation to your complaint.

Will my complaint be kept confidential?

Only those directly involved in the investigation would normally be aware of any of the details of your complaint. However, a record is kept of all complaints, with information being passed on to relevant key managers to help us continually improve our performance.

Is help available in making a complaint?

Members of staff, e.g. a teacher, personal tutor or the Reception staff can help you in making your complaint. The Student Union are also able to help you.

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