Your Voice – Complaints
Department: Student Services
Document Author: Caroline McCarthy
Job Title: Student Services Manager
Date of Approval: November 2025
Review Date: November 2027
Version: 2.0
Purpose and Objectives
Our aim is to provide an outstanding service to all members of our college community and external stakeholders.
Most people who work with us do not experience any problems. However, we recognise that sometimes things can go wrong, and when they do, we would like to know about it in order that we can put it right.
Wherever possible, we encourage individuals to use our âYour Voiceâ feedback system to provide us with ideas, compliments or concerns. You can access our feedback portal by visiting bridgend.ac.uk/your-voice. Postcards are also available at our campus receptions.Â
Once we receive feedback, we will aim to give you a quick, but thorough response that answers all of your concerns. The College annually reviews the number and nature of all official complaints, department by department. The monitoring and review of complaints contributes to our self assessment process, which leads to ongoing improvements of our customer services.
Whilst this policy applies to the Bridgend College Group, Bevan College, has its own procedure. More information on Bevan College can be found here.
Higher EducationÂ
Higher Education students who have a complaint relating to academic matters will need to follow the relevant University procedure as follows:
Cardiff Metropolitan University
Vexatious or Persistent Communication
Bridgend College is committed to treating all complainants with respect and expects the same in return. Correspondence that is excessive, repetitive, made with intent to disrupt or harass, or uses derogatory, offensive, or abusive language will not be tolerated. Each complaint will be assessed individually to ensure that legitimate issues are not overlooked and the college will offer guidance on how concerns can be raised in the future. Bridgend College may restrict or withdraw communication in cases of vexatious or unreasonable conduct and may limit access to further complaints if the behaviour persists.
Anonymous Complaints
We recognise that there are situations where individuals may prefer to remain anonymous when raising concerns. All complaints, regardless of anonymity, will be treated with the same level of seriousness and respect, however leaving your contact details allows us to fully understand any concerns or issues raised and enables us to give feedback on any outcomes.
Harassment and BullyingÂ
A separate procedure exists for dealing with harassment and bullying.
Students – Citizenship Code (including bullying)
Examination AppealsÂ
A separate procedure exists for those who feel they have been disadvantaged or unfairly classified in an examination. The College’s Appeals Policy and Procedure is made available to learners during induction and is available on the college website.
Any appeals must be submitted to the Awarding Organisation by the Quality Team, and the Quality Team can be contacted via quality@bridgend.ac.uk. Any student who wishes to appeal should first consult their Course Tutor.
Complaints about your Personal DataÂ
Under the Data (Use and Access) Act 2025 (DUAA), you have the right to make a complaint about how your personal data is used. Such complaints should be made to the Data Protection Officer by emailing data@bridgend.ac.uk. We will acknowledge your complaint within 30 days, update you on our progress in relation to your complaint, and respond to your complaint without due delay. You can find out more about your rights in relation to data use and access on the Information Commissioners Office website.Â
Complaints about data use and processing must be made directly to the College, with an outcome received, before they can be escalated to the Information Commissioners Office.
Welsh Language StandardsÂ
We have a duty under The Welsh Language (Wales) Measure (2011) to comply with the Welsh Language Standards in line with the compliance notice issued to us as a public body by the Welsh Language Commissioner’s Office.
We will endeavour to comply with our standards entirely and to provide a comprehensive service to anyone choosing to communicate with us or access our services through the medium of Welsh. It is important that you let us know if you feel that we have not been able to provide you with the Welsh service that you would expect, as set out within the standards, so that we can take steps to put things right.
We will record any formal complaint received relating to our compliance under the Welsh Language Standards and any actions taken as a result of a complaint. Any complaint received and subsequent action taken will be reported annually to the Welsh Language Commissioner’s Office via our annual compliance report.
You can access our compliance notice and find out more about our commitment to the Welsh language here.
The Process
Stage 1 (Informal Discussion)
You may be able to resolve your concerns informally by talking to a Tutor, manager or member of the Wellbeing Team. If you are a visitor or prospective student, you may be able to resolve your concern informally by asking to talk to an appropriate member of staff. If you are unsure who you should speak to, you can use our âYour Voiceâ feedback system to ask for advice. You can do this by visiting www.bridgend.ac.uk/your-voice. Postcards are also available at our campus receptions.
Your concern will be listened to and taken seriously. Every effort will be made to assist you in dealing with your issues. We will log your concern on our âYour Voiceâ tracker to ensure we are able to keep a complete picture of issues people may be experiencing. Comments will be anonymised at this stage.
Stage 2 (Formal Complaint)
If you feel that your concern has not been resolved at the informal stage, you may make a formal complaint in writing to the Student Services Manager by emailing CMcCarthy@bridgend.ac.uk or writing to Bridgend College, Cowbridge Road, Bridgend, CF31 3DF.
Should you require assistance in writing the complaint, the Wellbeing Team or Student Services Team are available to help you.
On receipt of the formal complaint, the following steps will be taken:
- The Student Services Manager will log your complaint and send you an acknowledgement of the complaint within 10 working days.
- The Student Services Manager will refer your complaint to an appropriate college manager.
- The college manager will contact you to discuss the complaint and clarify any issues. If the issue can be resolved at this stage it will be logged and you will be sent a letter outlining the action taken.
- Where the issue cannot be resolved in the first instance the college manager will undertake an investigation which may include formally interviewing you. It is your right to bring someone to the meeting with you to offer support. This could be a Student Academic Representative (StAR), Student Ambassador, a friend or family member.
- The college manager will also hear the views of other people concerned with the complaint.
- You will be written to within 15 working days of receipt of the acknowledgement letter (point 1), outlining any findings / action to be taken.
- A copy of the proceedings will be submitted to the Student Services Manager.
What if I am still unhappy?
If you are not satisfied with the outcome of stage 2 you can move on to stage 3 of the complaints procedure.
Stage 3
In the event that you remain dissatisfied with the outcome of your complaint at stage 2, your complaint can be passed to a member of the Senior Leadership Team for final internal review.
You should make your request for a stage 3 review of your complaint within 15 working days of receiving the outcome of the stage 2 investigation. This should be done, in writing to the Principal’s Executive Support Assistant. Requests for reviews received later than this will not normally be considered.
Requests to review the outcomes of stage 2 investigations will be considered in terms of whether any of these conditions are met:
- There were procedural irregularities in the investigation of the complaint or;
- Fresh evidence can be presented which was not made available to the college manager at stage 2 or;
- The finding of the investigation was against the weight of the evidence
If the senior manager is satisfied that any of the above conditions apply, a further investigation will be undertaken of the complaint. You will be notified of the result of the investigation in writing within 15 working days of receipt of the request for review.
Stage 4 (Appeals)
If you are still unhappy with the outcome of your complaint, you may appeal in writing to the Principal of the College. Your appeal will be reviewed by the Principal, which may include further liaison with you. You will receive an appeal outcome within 15 working days from the date of confirmed receipt of your appeal. The Principalâs decision is final.
Please note: if your complaint directly concerns the College Principal, you should send your complaint form directly to:
Clerk to the CorporationÂ
Bridgend CollegeÂ
Cowbridge RoadÂ
CF31 3DF
Frequently asked questions
Who can complain?
Anyone who uses, or has used, the Collegeâs services and facilities. This can be a Higher Education student, Further Education student, Work Based learner, prospective student, an external stakeholder or a visitor to the College.
If you are an employee of the College and need any help and support with making a complaint, please contact HR who can signpost you to the appropriate policy.
I am a student at the College, what can I complain about?
You can make a complaint about any aspect of our services including teaching and training, support services, advice and guidance and College facilities. You can also complain if you feel you have been treated unfairly or inappropriately. If you feel that the service you have received does not meet your expectations then you should follow the procedures above.
How do I make a complaint?
The process of making a complaint is outlined in this document. Before you start the process you need to decide if the feedback is a complaint or a suggestion for how things can be improved. If it is the latter, please use the âYour Voiceâ feedback form. If you feel it is a formal complaint, it is always a good idea to try and resolve the issue informally, which is why we ask you to follow stage 1 (informal discussion) before making a formal complaint.
If you are a student at the College, and feel that you lack the confidence to make a complaint you can talk to a Tutor or the Wellbeing Team who will listen to your worries and support you in developing the skills and confidence to deal with your concern.
