Complaints procedure

RCCS are committed to providing an efficient, effective and courteous service to all our customers. We endeavor to provide this at all times but recognise that occasionally things go wrong. This procedure aims to provide customers who are not satisfied with the quality of our service with an easy and effective means of rectifying any problems they may have.

Our aim is to ensure that:

1. Making a complaint is as easy as possible
2. We deal with complaints promptly, politely and in an appropriate manner
3. We will treat as a complaint any clear expression of dissatisfaction with our service, which calls for a response
4. All complaints will be treated seriously whether made in person, by telephone, by letter or by e-mail
5. We learn from complaints, use them to improve our service that we provide to you.

How to make a complaint:

There are three ways  to make a compliant.

1. Our online complaints form
2. Via our e-mail address Residences-Catering@gold.ac.uk
3. In writing addressed to Loring Management Centre St James, New Cross London SE14 6AD

What do I need to Include in my response?

1. Your Name
2. Student Number this can be found on your ID card.
3. Room number
4. Contact telephone number & Email address.
5. Relevant department(s) that you wish to make your complaint about.
6. Provide details of your Complaint along with dates and times and any other relevant information which will assist us.

What happens next?

1. We will acknowledge your complaint via letter or e-mail within 72 working hours although this may take longer during college closures and bank holidays.
2. We will reply in writing within 15 working days from when the appropriate person receives your complaint. If it is not possible to give you a full reply within this time (for example if a detailed investigation is required), we will contact you advising what action is being taken. We will also tell you when you can expect the full reply and from who.
3. The full reply will include details of who to contact next, if you are not satisfied with the response you receive.

What should I do if I am not happy with the manager's reply?

If you remain dissatisfied you can contact the Head of Department Mrs Mary Bright to request that the Head of Department reviews your complaint. They will acknowledge your complaint within 72 working hours, and a response will be sent within 15 working days.


What should I do if I am still not happy?

Please view the following link for further details of the college’s complaints procedure.