Student Complaints Procedure

Complaints

We want to help our students in every way possible. If you have a problem or a complaint, please let us know. We will not be angry and you should never be afraid to tell us.

All complaints will remain confidential. We keep a written record of all complaints. Any time you make a complaint, whichever stage it reaches, we promise that you will always be treated in a fair and positive way.

Stage 1

If you have a problem with:

Lessons
please speak to Peter

Accommodation
please speak to Helena

Anything else
please speak to your Personal Tutor

We hope that your problem will be solved at this stage, but if not, please continue to stage 2.

Stage 2

If your problem has not been solved, you should speak to Peter, the Principal.

Peter will meet with you to discuss your complaint in person and may speak to your parents or guardian. Notes of all meetings will be kept. You can ask to see these notes at any time. When the Principal has all the facts, he will make a decision and will let you and your parents/guardian know about it in writing.

If you are still not happy with the decision we will go to:

Stage 3

If you reach this stage, you will be introduced to an independent adjudicator (someone who does work at KCO) to discuss your complaint privately.

They will decide what happens next. This could be a formal hearing. You can bring one other person to this (this could be a teacher, friend, or family member). This is not a legal hearing, so don't worry!

Hopefully, your problem will be solved after the hearing, but if more time is needed, the adjudicator will decide what happens next.

Within 28 days a final decision will be made and a letter sent to your parents/guardian and KCO.

If you are still dissatisfied with the outcome, you can take your complaint to our accrediting body, the British Accreditation Council (BAC). The BAC's contact details are:

• This email address is being protected from spambots. You need JavaScript enabled to view it.
• tel. 0300 330 1400