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Complaints, Comments & Suggestions

Chelmsford College Group is committed to delivering a high-quality experience for all learners and stakeholders. Your feedback, whether compliments, complaints, or suggestions, is vital in helping us improve our services. We have a dedicated process with staff ready to listen and respond.

Have a complaint?

If you encounter a problem, please start by discussing it with the relevant department, such as your Teacher, Tutor, Manager or Head/Deputy Head of Department. This is often the quickest way to resolve issues.

If the matter cannot be resolved informally or you prefer a formal approach, you can submit your complaint by:

• Email feedback@chelmsford.ac.uk

Please include as much detail as possible; such as dates, times, location, people involved and what outcome you are seeking

What Happens Next?

• Acknowledgement: We will respond within 10 working days with an initial contact about your concern.
• Investigation: A relevant manager will review your complaint and provide a full response within three weeks, including any actions taken.
• Tracking: All complaints are logged for quality assurance.

Complaints About Results

• Internal assessments: Use the College Appeals Procedure.
• External assessments: Email examsteam@chelmsford.ac.uk. The Exams Team will respond within the complaints procedure and liaise with awarding bodies as needed.

If You’re Still Not Satisfied

If you have exhausted the College’s complaints process and remain dissatisfied, you can escalate your complaint to the Department for Education. Details are available via gov.uk

Compliments and Suggestions

We welcome positive feedback and ideas for improvement. Compliments help us celebrate staff and learner achievements and share best practice, while suggestions guide us in enhancing our services.