Goldsmiths Careers Service is committed to providing all our students and customers with excellent service. We welcome feedback to help us improve.
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How to provide feedback
Initially, for any compliment, comment or complaint, we encourage you to speak directly to the staff in The Space (RHB 180/181), or to the team involved so we can resolve or respond to your feedback as quickly as possible.
If this doesn’t resolve or respond to your feedback adequately, or there is no staff available to speak to at the time, then the easiest way to provide feedback is by emailing us at careers (@gold.ac.uk).
What we do with feedback
Where our staff have provided you with excellent service we are keen to hear about it. We will pass on the positive feedback to the team or individual concerned and positive feedback may feed into our staff progression scheme.
We will acknowledge receipt of your compliment within 3 working days*.
Comments, suggestions or queries about our services will be passed to the relevant person or team for consideration.
We will acknowledge receipt of your comments within 3 working days and if you request a response we will send one within 2 weeks*.
The first stage of making a complaint at Goldsmiths is Front-Line Resolution. Initially, we would encourage you to informally raise any issues with the member of staff concerned or with the service manager who will welcome the opportunity to put things right for you immediately. We expect the majority of complaints will be resolved this way.
Where we are unable to resolve a problem about our services immediately it will be passed to the member of the Careers management team responsible for the service for consideration or you can contact the Careers management team directly.
We will acknowledge receipt of your comments within 3 working days and if you request a response we will send one within 2 weeks*. If we cannot send a full reply within 2 weeks we will tell you the reason why and let you know when we will be able to reply in full.
We would expect complaints to cover:
- the standard of service we provide
- the behaviour of our staff
- any action or lack of action by staff affecting an individual or group
What to do if you are not happy with the Careers Service management team reply
If you remain dissatisfied you can contact the Director of Careers and Employability, Katy Gordon, to review your complaint. Or you can progress straight to a Stage Two complaint (see below)
If you wish to contact the director she will acknowledge your complaint within 3 working days, and a response will be sent within 2 weeks*.
What to do if you are not happy with the director's reply
If you remain dissatisfied you have the opportunity to progress your complaint to be a formal complaint, which is Stage Two of the complaints procedure at Goldsmiths.
*Please note that timescales may be impacted by college closures and holidays.