How to Make a Complaint

Introduction

We want you to feel supported and heard. If something isn’t right, or you’re unhappy with any part of your experience at college, we encourage you to speak up. Here’s how you can make a complaint:

1. Talk to Us First

Most concerns can be sorted out quickly and easily. If you’re unhappy about something, start by talking to:

  • Your tutor
  • A member of the Wellbeing Team
  • Any member of staff you feel comfortable with

We’ll listen, take your concerns seriously, and work with you to find a solution.

2. If You Need to Make a Formal Complaint

If you’re still not happy, or if your problem is serious, you can make a formal complaint. Here’s what you need to know:

Who can complain?
  • You (as a student)
  • Your parent or guardian (if you’re under 18)
  • A group of students (with 2 people to speak for the group)
What can you complain about?
  • Your course or something related to your studies
  • Something the college did (or didn’t do)
  • A service that supports you
  • Serious issues like bullying, discrimination, or unsafe behaviour
What can’t you complain about?
3. How to Send Your Complaint

You can tell us in writing, by phone, or in person:

  • Email: complaints@colegsirgar.ac.uk
  • Post: The Complaints Team, Principal’s Office, Coleg Sir Gar, Graig Campus, Sandy Road, Llanelli, SA15 4DN
  • Phone: 01554 748004 / 8006
What happens next?
  • We’ll let you know we’ve got your complaint within 5 working days.
  • We’ll look into it and try to answer you within 15 working days.
  • You’ll get a letter or email telling you what we’ve decided and what we’ll do about it.
4. Still Not Happy?

If you don’t think we’ve sorted things out, you can ask us to look at it again. You need to do this within 10 working days of getting our answer.

You’re Helping Us Improve

Every complaint helps us make things better for you and other students. Thank you for speaking up!