Complaints

This information gives an overview of the steps to raise a complaint; the full process can be requested by contacting the Quality Improvement team on 0113 284 6349.

Informal

We recommend that complaints are dealt with informally wherever possible, so in the first instance please try to resolve any issues directly with the staff member concerned or another relevant staff member, for example a course tutor, coaching tutor etc.

Stage 1

If the staff member is unable to resolve the complaint, or it does not specifically relate to a particular person, your complaint should be raised with the relevant head of department who will investigate and respond to you directly.

A complaint must be escalated immediately to stage 2 where any part of it relates to:

Equality & Diversity
Safeguarding
Health & Safety
Requests for fee refunds or waivers

Stage 2

Complaints can only be escalated to Stage 2 if they cannot be resolved at Stage 1. Formal complaints should be submitted in writing by emailing quality@luminate.ac.uk.