Have Your Say

Bedford College aims to provide the highest possible standards of service at all times, however we realise that occasionally things may go wrong.

On this page you will find information to help you if you want to:

  • say ‘well done’ to an individual or department
  • make a suggestion
  • raise a complaint

If you would like to say 'well done' or make a suggestion, click here. For complaints, please read the complaints procedure below and complete the form.

You can also visit our Downloads page to view related documents.

HYS Complaints Procedure

Before raising a complaint, we ask that you discuss your concerns with a member of staff, most problems can be resolved quickly and informally in this way.

All complaints will be taken seriously and dealt with quickly – we aim to resolve complaints within 21 working days.

If you are a student and are considering raising a complaint, you should also reflect on whether you have fulfilled your own responsibilities, both in terms of meeting academic commitments and through behaviour which shows consideration for others. If, for example, your problem has arisen partly through non-attendance, or failing to read information provided, it may be more difficult to sustain a complaint.

For complaints made on behalf of another person, the college will require confirmation that you have their permission; this is due to due to data protection.

What can't I complain about using HYS?


  • Academic assessment, e.g. grades and marks. These are covered by the Academic Appeals procedure.
  • Bullying, harassment or discrimination. These are covered by the College's Anti Bullying Policy.
  • An attempt to have us reopen or reconsider a complaint we have concluded or given our final decision on.

We are unable to respond to anonymous comments.

Stage 1: Informal
If you are dissatisfied with the service or treatment you receive you should first raise the matter with a member of staff. Tell them exactly what you are unhappy about and ask for their help in putting it right. Most problems can be resolved quickly and informally in this way.

Issues raised verbally to a member of staff will be wherever possible dealt with immediately by the staff member. However there may be some instances where the complaint is then referred to the appropriate line manager or the Quality department.

Stage 2: Formal
If you are dissatisfied with the outcome at Stage 1, you may wish to lodge a formal complaint. You are required to do this via the online HYS system.

You must include details of your informal meeting/resolution from Stage 1.

Upon receipt of your complaint:

You will be sent an acknowledgement within three working days of receiving your complaint.

Complaints will be allocated to the appropriate Head of Department for the area the student is studying, who will investigate and provide feedback for the complainant normally within twenty-one working days. In cases where this may not be appropriate, an independent Director will be appointed to investigate.

You will be updated on progress by additional emails, letters or telephone calls as appropriate. All responses to complainants will go via the Quality Department and logged accordingly.

You will be sent a full response; normally within twenty-one working days of the date of the acknowledgement letter however, on occasion, this may take longer due to staff holidays.

Any comments about the way in which the complaint was dealt with, or any appeal against the findings and action, should be made in writing to the Quality Manager, setting out the grounds for appeal, within 5 working days of receipt of the outcome. The Quality Manager will appoint an independent Director to review the evidence and respond to the complainant within five working days of being appointed.

A complainant may also complain in writing to the appropriate awarding organisation, funding body or the Office of the Independent Adjudicator (OIA) for higher education students.

All students studying at all levels have the opportunity to raise matters of concern without risk of being disadvantaged, discriminated against or victimised as a result of making a complaint. All complaints, whether formal or informal, must be recognised and dealt with sympathetically and constructively. Confidentiality will be maintained at all times.

The time periods for the college to action communication as set out in this procedure are for guidance and may be subject to extension, particularly outside academic terms. Where any such extensions are made, they will be notified to the complainant.

Important information for staff

If your concerns are IT related, please use the IT support form.

If your concerns are maintenance related, please use the Estates request form.

If you wish to report a hazard, please use the report a hazard form.

If your concern is regarding another member of staff, please refer to the Bedford College Grievance Procedure.

Ready to make a complaint? Please follow the steps below:


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