At Macclesfield College, we are committed to providing an excellent experience for all learners, parents, carers, employers and members of the public.
We know that sometimes things might not go to plan. When that happens, we want to hear from you so we can respond appropriately, resolve concerns quickly and continue improving our services.
Whether you would like to share a compliment, provide feedback or raise a concern, this page explains the best way to contact us.
If you or your young person has had a positive experience, we’d love to hear about it.
You might want to tell us about:
You can leave a compliment using our online form or by emailing us directly – feedback@macclesfield.ac.uk
Many issues can be resolved quickly and informally.
This might include:
In the first instance, we encourage you to contact the relevant curriculum area or Student Services team so we can help as quickly as possible.
A formal complaint is appropriate if:
Equality, Respect and Fair Treatment
Macclesfield College is committed to promoting equality, diversity and inclusion.
If you believe your complaint relates to discrimination, harassment or unfair treatment connected to a protected characteristic under the Equality Act 2010, please let us know when submitting your complaint so we can respond appropriately.
Formal complaints are managed through the College’s official complaints procedure to ensure they are handled fairly, consistently and thoroughly.
Timescales Statement
We will acknowledge your complaint within two working days and aim to provide a full response within ten to fourteen working days.
If we need more time to investigate, we will keep you informed.
If you need help putting your concern in writing, Student Services can offer guidance and support.
If your complaint cannot be satisfactorily resolved within ten working days, we will write/email to you within ten working days, to let you know when you will receive a reply.
We will make every effort to ensure that your complaint will remain confidential.
If your concern relates specifically to an assessment decision or result, this is managed through the Academic Appeals Procedure, rather than the general complaints process.
Please contact the relevant curriculum team in the first instance for advice on the next steps.
If you have completed the College complaints procedure and remain dissatisfied, you may be directed to the appropriate external body, such as the Education and Skills Funding Agency (ESFA).
We love hearing when things have gone well.
If you would like to recognise a member of staff, share a positive experience, or let us know what Macclesfield College is doing right, please complete the form below.
Your compliment will be shared with the relevant team and helps us celebrate good practice across the College.
Please tell us about our positive experience. You do not need to provide lots of detail, but the more information you can share, the better.
Macclesfield College is committed to providing a safe, supportive and high-quality environment for all learners and visitors.
If you are unhappy with the service you have received, or if something has not been handled appropriately, you can raise a formal complaint using the form below.
We take all complaints seriously and will investigate them fairly and sensitively.
Please provide as much detail as possible so that we can understand your concern and respond appropriately.
Timescales Statement
We will acknowledge your complaint within two working days and aim to provide a full response within ten to fourteen working days.
If we need more time to investigate, we will keep you informed.
If you haven’t found the right course for you, then tell us about the course that you are looking for.
