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Comments, complaints & appeals

How do I make a comment/complaint?

Whenever possible you should talk with the member of staff responsible for the service with which you are unhappy. They can easily resolve most problems.

If you are not satisfied with the solution they offer, download a comments/complaints form, complete all parts of the form and send it on to us. Alternatively, get in contact with our Quality Improvement department either by telephone or in writing. If you wish to speak to someone directly, please telephone for an appointment. We will always explain what course of action will be taken and what you can expect from us.

If any comment/complaint is of a serious nature it will immediately be brought to the attention of the Principal.

Making a comment or complaint

If you want to make a comment or complaint, you should download the Comments and Complaints form

  • Please fill in all the details required on the form such as your name, address and daytime telephone number. 
  • Let us know the details of your comment/complaint, including the college site, course and what you would like to happen. 
  • Tell us who you have already contacted and what has happened since. 
  • Please leave the form at any of our reception desks.
  • We aim to acknowledge all comments/complaints within three working days.    

What happens next?

Whatever form of contact you decide on, your comment/complaint will be registered and investigated by the Quality Improvement department and a senior member of staff. Please note that you will not receive feedback on a ‘comment/complaint’ unless you tick the response box on the form or make a specific request.

Every comment/complaint we deal with will receive a response if requested. You will be notified as soon as our investigation is complete. We aim to do this within 10 working days, although sometimes the process will take longer.

At MidKent College we treat all comments/complaints very seriously. It is our policy to ensure all your comments/complaints are dealt with promptly, confidently and to the highest possible standard.

If after the investigation you are still not satisfied, you should refer your comment/complaint to the Assistant Principal for Standards and Quality Improvement, who will review it and advise you on your next step.

However, if at any time you would like information concerning the investigation, you may contact the Quality Department via reception on 01634 383120.

At MidKent College we pride ourselves on our commitment to you, your education and training.

We aim to meet the standards set out in the College Charter. If you feel our services do not meet your expectations, please give us the opportunity to improve them by letting us know. We also welcome comments of satisfaction so that we may maintain high standards.


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