Learner Voice - Complaints Process

At Birmingham Adult Education Service we believe that learners and members of the public who wish to make a complaint should have access to a system that:

  • is simple to understand and use
  • allows for speedy administration and also keeps people informed of progress
  • ensures a full and fair investigation
  • respects as far as possible your request for confidentiality
  • provides an effective response and takes appropriate action
  • provides information to BAES management so that services can be improved

Stage 1: Speak to a member of staff for advice

Whether your concern is about quality of teaching, your tutor, the centre or your personal safety it is important to let us know about your complaint quickly. If possible we want to resolve the matter for you straightaway.

In the first instance we suggest you approach a member of staff you are comfortable talking to. Staff will listen to your concerns or complaint and advise you on the best way to resolve the issue. You will also be talked through your different options and about how you can have your complaint investigated. You will then be in a position to decide whether to take your complaint further.

Stage 2: Resolve the issue informally

You should, if possible, raise the complaint directly with the person responsible for the matter. If this is not practical you should ask to raise the matter with the appropriate Manager. You may wish to be accompanied by a friend when meeting staff to directly talk about a complaint. If possible a suitable solution will be agreed and implemented.

Stage 3: Follow our formal complaints process

If you are unhappy with the outcome of such an informal process, you may consider whether to raise the matter formally. Where complaints are formal then BAES will handle these within a reasonable timescale, keep you informed of progress and ensure a fair investigation. Our response will address all the points at issue and seek an appropriate solution.

A formal complaint should be made in writing and should include a description of what has happened with as many details as you can. Please inform staff if you need help with this. The written complaint may be submitted either via your centre on a Your Views feedback form or online at www.learnbaes.ac.uk

Alternatively you can use the Birmingham City Council Your Views process which is found online at www.birmingham.gov.uk/yourviews

You can be assured that it will be dealt with honestly, openly and in confidence.


If you prefer any information to be kept confidential, you should make this clear to the person to whom the complaint is made. Please be aware that in some circumstances it may not be possible for confidentiality to be maintained. You should also understand that in some circumstances confidentiality or anonymity may make it difficult for BAES to further your complaint.

Recording and monitoring of complaints

Formal complaints form part of BAES’s processes for monitoring and evaluating performance. Your complaint will be logged and outcomes of the complaint recorded. This includes the recording of protected characteristics in line with the Equality Act (2010) to help foster good relations and eliminate discrimination, harassment and victimisation on the grounds of age, disability, pregnancy and maternity, race, religion or belief, sexual orientation and transgender.

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