Complaints and Compliments
SERC is committed to providing the highest quality of service to all our customers. If something has not met the standard you expected, you have the right to complain. If we have done something well, we would love to hear about that too.
Customer Complaints and Compliments Policy
Our Customer Complaints and Compliments Policy explains the College’s commitment to providing a high quality service and resolving questions, issues and problems quickly, as close to the source as possible.
Raising a complaint or compliment helps the College improve its services. We monitor complaints and outcomes so that we can continue to improve the quality of our provision and the experience of everyone who uses our services.
We recommend reading the Customer Guide to Complaints before beginning the complaints process.
Before you start
The guide explains what to expect, how to submit your complaint and how SERC will handle it.
Download Complaints GuidePDF size: 1.2 mb
Useful Documents
Download the key documents relating to complaints, compliments and the complaints process.
Customer Guide to Complaints
Read this guide before starting the complaints process so you know what information to include.
1.2 mb
Complaints and Compliments Policy
View the full policy setting out SERC’s commitment to handling feedback fairly and effectively.
0.68 mb
Complaint Form
Complete and return this form to help us process your complaint as quickly as possible.
0.27 mb
Higher Education Academic Appeals
For appeals and complaints relating to study on your Higher Education course, please visit the HE Academic Appeals section of our website.
How to make a Complaint
Please complete and return the appropriate complaint form. General service complaints should be submitted using the standard complaints form, while Data Protection complaints must use the dedicated Data Protection Complaint form. Once completed, forms can be sent by post, handed into reception on any campus or emailed to us.
Email us
Send your completed complaint form to:
If we have done something well, you can let us know by emailing:
Post or hand in
Post your completed form to the address below, or hand it into reception on any campus.
FAO: Senior Customer Services OfficerSouth Eastern Regional College
25 Castle Street
Lisburn
Co Antrim
BT27 4SU