Policy Owner: Cavell College
Effective Date: 15 August 2026
Review Date: 15 August 2027
Version: 1.0
1. Purpose
Cavell College is committed to providing a positive, inclusive, and supportive learning environment. This procedure provides students with a clear and accessible way to raise concerns and have them considered fairly.
2. Scope
This procedure applies to current students who wish to raise concerns about their experience at Cavell College, including:
- Teaching and learning
- Assessment and academic support
- Student services
- Facilities and resources
- Information provided by the College
- Staff or student conduct
- Other aspects of the student experience
Matters covered by separate procedures, such as academic appeals or admissions complaints, should be raised through the relevant process.
3. Informal Resolution
Where appropriate, students are encouraged to raise concerns informally with the relevant member of staff or College team.
The College will seek to resolve concerns promptly wherever possible.
4. Formal Complaint
If a concern cannot be resolved informally, students may submit a formal complaint in writing.
The complaint should include:
- Full name and programme
- Description of the concern
- Relevant dates and circumstances
- Supporting evidence, where available
- The resolution being requested, where appropriate
5. Investigation
Cavell College will review the complaint fairly and objectively.
The College may review relevant records, speak with the student and other relevant individuals, and request additional information where necessary.
The person considering the complaint should have no inappropriate conflict of interest.
6. Outcome
The student will be informed of the outcome in writing.
A complaint may be:
- Upheld
- Partially upheld
- Not upheld
Where appropriate, the College may identify actions or improvements arising from the complaint.
7. Review
Where a student remains dissatisfied, they may request a review where there are appropriate grounds, such as a significant procedural error, relevant new evidence, or information that was not properly considered.
8. Confidentiality and Data Protection
Complaint information will be handled appropriately and in accordance with applicable data protection legislation and the Cavell College Privacy Notice.
Information will only be shared where necessary to investigate and resolve the complaint or where required for legal, safeguarding, or regulatory purposes.
9. Support and Reasonable Adjustments
Students who require additional support or reasonable adjustments during the complaints process should inform the College so that appropriate arrangements can be considered.
10. External Review
Where applicable, students who have completed the College’s internal complaints process may have the right to refer their complaint to an appropriate external body, including the Office of the Independent Adjudicator for Higher Education (OIA) where the student and complaint are eligible.
11. Policy Review
This procedure will be reviewed regularly to ensure that it remains effective, accessible, and aligned with applicable requirements.
Contact
For information about making a complaint, please contact:
Cavell College
56–60 Nelson Street
Whitechapel
London E1 2DE
United Kingdom
Landline: 020 8109 6121
Mobile: +44 7556 598451