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Complaints, Concerns and Compliments

The College Merthyr Tydfil is committed to delivering the highest quality education and training in a safe, friendly, professional and inclusive environment, ensuring that all learners, staff, stakeholders and partners have the best customer experience possible.  

As a college we strive to continually build upon and enhance the services and support we provide, taking into consideration feedback from Learner Voice surveys, Learner Assembly, course representative meetings, National Student Survey, employer surveys and the staff forum to help us improve our learner and wider customers’ experience of the college.

The college also has a dedicated Complaints, Concerns and Compliments Policy, which has been developed to ensure that any complaints, concerns or compliments - whether about teaching and learning, support or general college services, are responded to promptly, fairly and effectively to the best of our ability and within the resources of the College.

A full copy of the policy is available to download here

This policy applies to any complaints. concerns or compliments from all College Merthyr Tydfil customers, i.e. prospective learners, learners, parents/carers, employers and members of the public, as well as all aspects of college activity, e.g. further and higher education courses, work-based learning, and adult community education. The procedures are designed to deal with any aspect of our services including teaching and training, support services, advice and guidance and college facilities. College customers can also complain if they feel they have been treated unfairly or inappropriately, or if they feel that the service they have received does not meet their expectations.

To submit a Complaint, concern or compliment, you can:

1. Complete the on-line form here 

2. Email your complaint, concern or compliment to complaints@merthyr.ac.uk

3. Complete the paper form at the back of the policy document and send it in to the college via post or hand it in to the college reception

Appeals in relation to Summer 2020 examination outcomes

Please note that, as stated in the policy, appeals regarding Summer 2020 examination outcomes will be covered under a separate complaints and appeals process, which has been specifically set up to deal with instances whereby learners may wish the college to lodge an appeal to the WJEC on their behalf. Further information on this appeals process can be obtained from our Examinations Officer, Lyndsey Davies on l.davies@merthyr.ac.uk.

 

 

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