A guide to our complaints procedure

Who to contact and what will happen next

NewVIc is committed to creating a successful learning community and wants to ensure that every student, parent, visitor and member of staff receives the best possible support and customer care.

We realise that on occasion you may feel that things haven’t gone as planned. When this happens we want to hear about it so we can try and put things right.

Step one

Every complaint should be documented using the NewVIc complaints form. The completed complaints form should be emailed to the complaints coordinator at complaints@newvic.ac.uk.

Step two

The complaints coordinator will log the complaint and send you a letter of acknowledgement. The complaint will be forwarded to the relevant manager who will investigate the complaint and send you a response within ten working days.

Step three

We expect that the majority of complaints will be quickly and satisfactorily resolved. If you are not satisfied then you are invited to refer your complaint to the college’s independent review panel. Details of how you can do this will be included in the response letter we send to you.