Complaints Policy
The Marine Society College of the Sea recognises the right of all beneficiaries of its services to make a complaint.
Learner satisfaction is very important to the college. Stringent
quality assurance policies are in place.
Its good reputation rests with the provision of a first class learner-centred service to generations of seafarers, which comes with expert, impartial and confidential advice and guidance. Regular feedback is encouraged and proactively sought.
Every complaint received will be taken seriously, investigated and the beneficiary will be kept informed as to the outcome.
Procedure
A complaint will normally be received by the Education Manager in the first instance.
The Education Manager will assess the complaint and where appropriate will take necessary action to resolve any issues arising. This may involve a third party where the beneficiary is taking a course through a partner provider.
The Education Manager will ensure the Director of Education is aware of all complaints received and actions taken.
Where the complaint is deemed to be of a serious nature and/or not suitable for the Education Manager to action, the complaint will be passed to the Director of Education who will assess the situation and determine who is the most appropriate person to respond. A full investigation will be initiated and all persons involved informed. The complainant will be kept informed throughout and of the final outcome.
Where a complaint is upheld, action will be taken to remedy any shortcomings and, where necessary procedures re-assessed and changes implemented.
Making Contact
Complaints should in the first instance be addressed to our Education Manager.
They may be communicated by any means.
Address: The Marine Society College of the Sea, 202 Lambeth Road, London SE1 7JW
Telephone: 020 7654 7050 email:
education@ms-sc.org