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Regulation & Policy

Student Complaints Procedure

The complaints procedure for King's Foundations' students has three levels:

  • Step 1: King's Foundations Internal procedure
  • Step 2: KCL procedure
  • Step 3: Independent Adjudicator for Higher Education

Step 1: King's Foundations Internal Procedure

King's Foundations is committed to considering and investigating genuine complaints from its students. We do our best to ensure that you are satisfied with your educational experience, but in the event you have a problem, we have a complaints policy which you can read below:

Step 1: Contact us

In the first instance, King's Foundations recommends that students speak to their tutor about any academic concerns that they have in class. If raising the situation with your tutor is not appropriate, you should contact a member of the professional services team by emailing kings-foundations@kcl.ac.uk or by talking to a member of the professional services team face to face at our office:
King's Foundations, Level 6, Bush House (South East Wing), Strand Campus, London WC2B 4BG

Note that the majority of enquiries will need to be referred to senior members of the academic team and therefore cannot be resolved immediately. We will try to give you an approximate timeframe by which you will receive a response.

Step 2: Making a complaint

If you decide to make a complaint, staff will ask you to put your complaint in writing by sending an email to kings-foundations@kcl.ac.uk .

Your complaint will be treated seriously, investigated thoroughly and dealt with according to the merit of the complaint. We will:

  • acknowledge your correspondence within 48 hours
  • inform the relevant programme lead or line manager regarding the complaint received
  • update you on progress if we are unable to resolve the matter immediately
  • deal with your complaint in confidence (where appropriate)
  • aim to come to a resolution as quickly as possible once we have investigated the complaint.

Due to the nature of the King's Foundations' teaching schedule, it is possible that the full investigation process may take a few weeks to complete.

Step 3: Escalating the complaint to the Deputy Director (Academic)

If you are unhappy with the way your complaint has been handled, please contact  Chris Green, Deputy Director (Academic) by e-mail: christopher.g.green@kcl.ac.uk 

Step 4: Contacting the Director of the English Language Centre
If after contacting us you feel we still haven't resolved your complaint satisfactorily, we advise you to contact Nina McDermott, Director of King's Foundations: nina.mcdermott@kcl.ac.uk

Step 5: Making a Formal Complaint:
If after following all of the previous steps, you feel that you would like to make a formal complaint, we advise you to contact the King’s Student Conduct and Appeals Team and follow the B6 Student Complaints Procedure.

Step 2: College Complaints Procedure

In the majority of cases, the informal procedure above will bring about a solution to your problem, but if not, the College has a formal Complaints Procedure which is designed to ensure that genuine complaints are dealt with fairly in a timely and transparent way if local procedures are exhausted.

The full document (B6: Student Complaints Procedure) can be accessed at:

http://www.kcl.ac.uk/aboutkings/orgstructure/ps/acservices/conduct/complaints.aspx

The following relevant areas are covered by the College procedure:

  • Provision or delivery of programmes or parts of programmes
  • Inadequate services or facilities of the School/College
  • Decisions, actions or perceived lack of action taken by a member of College staff
  • Decisions, actions or perceived lack of action taken by a central College service, or a member of staff acting on their behalf
Step 3: Accreditation UK

If the complaint cannot be resolved by the College, then you should contact Accreditation UK.

Follow this link on their website:

https://www.britishcouncil.org/education/accreditation

 

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