City Academy Student Complaints Procedure

At City Academy, we are committed to maintaining high standards in all aspects of our service. We take student concerns seriously and have a clear, staged procedure to ensure complaints are addressed fairly, consistently and promptly.

Please note: we can only discuss complaints with the enrolled student. No information will be shared with third parties, including family members, without the student’s written consent. Additionally, students are required to include proof of payment when raising a complaint.

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If a student has a complaint with someone or feels they are being treated unfairly, they are encouraged to raise the cause of their dissatisfaction with the person most directly concerned and attempt to resolve the issue through discussion. Most complaints should be capable of resolution at this stage.

If the student is uncomfortable approaching the individual directly or if informal discussion does not resolve the matter, they should contact the Student Experience team either in person or in writing. This still forms part of the informal process.

To contact the team please email info@city-academy.com or call 0207 042 8833

A prompt written acknowledgement should be expected within 48hrs. The Team will address the concern informally. If the matter involves an issue of safety or gross misconduct, it will be escalated to Stage 2.

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To initiate a formal complaint, the student must complete the electronic complaints form.

The formal procedure should be used when:

• Informal resolution has been attempted and failed
• The complaint is in relation to a Tutor or Staff member
• There is a serious concern involving safety or gross misconduct (eg. theft, fraud, harassment, bullying, violence, damage to property, or behaviour that puts others at risk)

Formal complaints will be handled by a Director. An acknowledgement will be sent within five working days.

If the complaint concerns one of the individuals listed above, this must be stated clearly in the submission so that an independent Director can be appointed to handle the matter.

The complaint must include:

• Student’s contact details and booking confirmation
• A summary of previous discussions and why those actions were unsatisfactory
• Date, time, location and any relevant facts pertaining to the incident
• Names of any witnesses who have agreed to be interviewed
• The desired outcome or resolution sought

An investigation will then be carried out, which may include interviews with the complainant and other relevant individuals. Advance written notice will be provided for any interviews requested. Students may bring a 'supporter' (e.g. fellow student, course deliverer, or parent/guardian if under 18) to these meetings. 

A full, written response should be expected within 20 working days. If more time is needed, the student will be informed of a revised timeline. Any outcomes or remedies will be implemented by the relevant department, and confirmation of actions taken will be forwarded to the Managing Director.

All complaints and outcomes will be logged and monitored by the City Academy Team. Records will be stored separately from the student’s course record.