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The Language Centre


CULP: Complaints Procedure

Complaints Procedure

CULP Complaints Procedure

The Language Centre is committed to high quality of educational and other provision for students, and encourages students to say where there is cause for concern in individual or general matters. It undertakes to take such representation seriously. In raising possible issues of complaint, students themselves will have to be aware of their obligations as members of the University.

The Language Centre aims to handle complaints in a way which is sympathetic, fair, and efficient, which encourages informal conciliation, facilitates early resolution, maintains individual privacy and confidentiality, and permits useful feedback. A complaint should therefore be made promptly and indeed may, for instance, be founded on misunderstanding or disagreement, requiring a calm, balanced and non-prejudicial discussion between parties, without the need for any further action. However more serious complaints do from time to time arise and this procedure also covers how these will be handled more formally.

Complaints about Courses and Teaching

Informal Process

As the first stage in making a complaint, the student should contact the CULP Coordinator for the language they study and explain the nature of, and grounds for, the complaint. The CULP Coordinator will discuss this complaint with the Director of CULP to inform their response, and/or to ensure that there is full awareness of the issue concerned and how it has been resolved. If the complaint concerns the CULP Coordinator her/himself, the complainant should address his or her complaint directly to the Director of CULP, or the Director of the Language Centre if the Director of CULP is the Coordinator.

The student will normally be advised to put the complaint in writing, but may raise it orally in the first instance. Once the Director of CULP has been able to ascertain the nature of the complaint a response will be conveyed orally, with confirmation in writing.

Formal Process

In the event that the complaint is not resolved informally or does not appear capable of informal resolution, the Director of CULP will refer the matter to the Director of the Language Centre who will proceed to consider the complaint formally in consultation with those concerned in the provision of the service. The Director of the Language Centre will normally appoint someone external to the Language Centre to assist with the investigation into the nature of the complaint. The student will be provided with a provisional response in writing as soon as reasonably practicable, depending on the extent or nature of the complaint. The student will be invited to comment on the provisional response in writing. The Director of the Language Centre will review the provisional response in the light of any observations communicated by the student and then provide the student with a written response in final form normally within 15 working days after the date by which the student was invited to comment on the provisional response.

If the complaint is upheld, the Director of CULP, with support from the Director of the Language Centre, will procure so far as possible such remedy as he or she considers fair and equitable in the circumstances.

If the student is not satisfied with the outcome, whether the complaint is upheld or not, the student should contact the Director of the Language Centre within 20 working days of learning the outcome of the investigation into the complaint and the matter will be referred to an appropriate body within the University, accountable to the General Board.

Please note that University Student Complaints Procedure can be found here.

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