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 07814818732 or quality@luminate.ac.uk.
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 it is not possible to resolve your complaint informally, or it does not specifically relate to a particular person, your complaint will be raised by the quality team with the relevant head of department. An investigation will take place and a response issued as quickly as possible.
Stage 2
Complaints can only be escalated to Stage 2 if they cannot be resolved at Stage 1, with the exception of certain instances (details of which can be provided upon request). Formal complaints should be submitted in writing by emailing quality@luminate.ac.uk.
COVID-19 UPDATE
In-line with awarding organisations and Ofqual guidance, the college will not be investigating complaints relating to either the professional judgements of course tutors or the efficacy of the evidence presented to support such professional judgements. Rigorous internal quality assurance of any submitted centre-assessed grades was carried out by the college to eradicate any complaints of this nature.
Where students have already appealed to their curriculum department and are not happy with the outcome, you may wish to complain. Please email your complaint with your supporting evidence to quality@luminate.ac.uk however please note we will only investigate complaints where you have provided clear evidence of:
- Administrative/procedural error, for example, incorrect recording of actual or estimated grades submitted to the awarding organisation by the college, or
- Bias or discrimination
*This information is subject to change as advice and guidance becomes available from the relevant external agencies and will be updated as necessary.
