How do I submit a complaint?
You may submit a complaint in person to one of HLC’s staff members, by phone, in writing, or via any of HLC’s Board members.
Responding to complaints
HLC has a specific procedure to deal with complaints and as part of that procedure it
is noted that the Consortium will:
- Acknowledge the receipt of complaints within 10 working days
- Respond in full within 21 working days
- Where it will not be possible to respond in full within this period, the complainant should be informed of the time scale in which they will receive a full response.
Satisfying a complaint
If it is not possible to resolve a complaint at the point of contact the matter will be referred directly to the attention of the Chief Executive Officer of HLC order that they may review the situation.
If a complainant continues to be dissatisfied with the response, the complaint will be considered by the Chair of the Trustee Board, once again within a
period of 21 days.
HLC's Complaints and Compliments Policy
Click the icon below to download a PDF of the document for more information on the procedure.