Compliments & Complaints

We would love your feedback!

If you have a suggestion, compliment or even a complaint, all you have to do is email us at quality@luminate.ac.uk with as much detail as you can. Make sure you include your tutor names, campus and course information so we can follow up your comments.

If you would like to make a complaint, the following information gives an overview of the process; full details can be requested by contacting the Quality Improvement team on 0113 284 6349 or by emailing quality@luminate.ac.uk.

 Informal

We recommend that complaints are dealt with informally wherever possible, so in the first instance please try to resolve any issues directly with the staff member concerned or another relevant staff member, for example a course tutor, coaching tutor etc.

Stage 1

If the staff member is unable to resolve the complaint, or it does not specifically relate to a particular person, your complaint will need to be raised with the relevant head of department who will investigate in conjunction with the Quality Directorate. A response will be fed back to you as quickly as possible.

Stage 2

Complaints can only be escalated to stage 2 if they cannot be resolved at stage 1. Formal complaints should be submitted in writing by emailing quality@luminate.ac.uk. To help the process please include your name, contact details, the facts supporting the complaint and reasons for escalation to stage 2.

COVID-19 Update

In-line with awarding organisations and Ofqual guidance, the college will not be investigating complaints relating to either the professional judgements of course tutors or the efficacy of the evidence presented to support such professional judgements. Rigorous internal quality assurance of any submitted centre-assessed grades was carried out by the college to eradicate any complaints of this nature.

Where students have already appealed to their curriculum department and are not happy with the outcome, you may wish to complain. Please email your complaint with your supporting evidence to quality@luminate.ac.uk however  please note we will only investigate complaints where you have provided clear evidence of:

  • Administrative/procedural error, for example, incorrect recording of actual or estimated grades submitted to the awarding organisation by the college, or
  • Bias or discrimination

*This information is subject to change as advice and guidance becomes available from the relevant external agencies and will be updated as necessary.

Did You Know?
Did you know we have 541,720,573 resources at Leeds City College?

Did you know we have 541,720,573 resources at Leeds City College?

The resources include books, journals, e-books, videos, encyclopedias and more. These resources are the combined total number of resources at Joseph Priestley Centre, Beeston, Rothwell Centre, The Annexe, Printworks Campus and Park Lane Campus. We also have 12,277 e-books across Leeds City College libraries and more than 500,000 videos!

Leeds City College