City Lit reserves the right to change course tutors or venues from those advertised on this website and to cancel classes, or close them early if necessary. In line with our refund policy we are unable to grant a refund on the grounds of a change of tutor or venue.
Cancellation: our promise
We are committed to ensuring that each course listed on this website takes place. If your course is cancelled and no alternative is available, you will receive a full refund plus a £5 voucher as compensation for your disappointment. However, we regret we cannot accept liability for any inability to provide courses where these are affected by circumstances beyond our reasonable control.
What you can expect at City Lit
During your time at City Lit, you will have:
• full information and advice about courses before you enrol, facilities,
support services and arrangements for fee payments
• good customer service at all times from courteous and helpful staff
• our commitment to running every course (link) as advertised in the course
• access to our complaints procedure (link) if you are not satisfied with any aspect of
• the opportunity to give your views about the service and how it can be
If circumstances beyond our control (for example, industrial action, illness of a tutor, building problems) prevent us from meeting our standards, we will do our best to keep disruption to a minimum.
In your contact with City Lit, we will:
• identify ourselves
• give you our attention
• treat you with respect
• be polite, helpful and professional
• give consistent/accurate information
• listen to your comments and complaints and deal with them
Studying at City Lit, you can expect:
• classes that start on time
• a high standard of teaching from appropriately qualified teachers whose work is reviewed and supported
• prompt return of course work where it is part of your studies
• feedback on your progress
• equal educational opportunities.
We aim to:
• help you choose a programme of study that suits your needs, by providing advice about the options
available to you at City Lit, and give advice on further courses of study
• clearly identify English and maths requirements for all courses
• provide details of our fees, examination costs, and concessionary rates, including information on any materials that you will be expected to buy
• offer advice and practical help where the payment of fees is a barrier to joining a course
• deal with applications for places fairly and efficiently
• provide support for students with special requirements when possible
• keep you informed of changes and developments affecting your studies
at City Lit
• make it possible for you to express your views about our services
• keep you informed about our performance.
How we ensure quality
We monitor and set standards for quality across City Lit:
Helping you choose the right course
We work to provide clear, accurate information and advice to help you make the right choice of course. We also carefully monitor attendance and if students stop coming, we need to know why.
Course evaluation by students
Tutors and programme managers are happy to hear your views about courses. On most courses you will be asked to complete a questionnaire which asks for your opinions about the course.
Appraisal and observation
Our staff receive appraisals of their work and for teaching staff this includes classroom observation. Visits from an observer will normally last for 40 minutes to one hour, and you may be asked
general questions about your course. City Lit has an active policy of staff development so that employees can improve their skills and knowledge.
How to give us your feedback
We encourage your views on the level
of service we provide at City Lit. You can give your feedback here tell us what you think form
How we will respond to your complaint
• staff will make sure that all complaints are dealt with fairly, quickly and sympathetically
• all complaints will be treated seriously
• all complaints are monitored.
We aim to:
• send you an acknowledgement within 5 working days of receiving your complaint
• give you a full response within 20 working days.
If you are not satisfied with the action we take you should write, explaining the problem and saying what you would like us to do about it.
Please write to:
Liora Ives, Vice Principal – Programme
Development and Quality, City Lit,
Keeley Street, London WC2B 4BA
Fax: 020 7492 2736
What we will do
• the Vice Principal will send you an acknowledgement within 5 working days of receiving your letter
• investigate your complaint
• give you a response within 20 working days. The response will include what City Lit plans to do about your
complaint and the timetable for any
action to be taken. If you still are not
satisfied, please write to:
Mark Malcomson, Principal, City Lit,
Keeley Street, London WC2B 4BA
Fax: 020 7492 2736
Your statutory rights are not affected.
Obligations of students
For information on what City Lit expects of students, please refer to the City Lit
code of conduct/obligations of students ( link)
Equal opportunities and race equality
All staff and students are expected to:
• promote a work and education culture in which diversity is vigorously pursued
and highly valued
• ensure zero tolerance of all forms of discrimination, bullying and harassment
• take steps to resolve personal conflict as early, fairly and as amicably as
• ensure that they are familiar with policies and procedures for equality and diversity, and complaints.
Staff are responsible for reporting complaints of discrimination, bullying and harassment from both staff and students. Information we hold about you
Data Protection Act 1998 – how the Act helps you
The Act gives you certain rights. It also ensures that when we record and use your personal information, we must be open about how the information is used and follow the principles of “good information handling” set out in the Act.
Why does data need protecting?
While there are benefits derived from the processing of your personal data, problems can also occur when data is incorrectly entered, becomes out of date or is confused with someone else’s data.
What are we doing?
• we have a data protection policy with clear guidelines, and staff training and awareness has taken place
• forms used for recording your personal data, e.g. the enrolment form, explain what your data is used for and contain a data protection statement for your information.
Data Protection Statement and Learning Agreement
The following wording is published on every enrolment form and learning agreement:
Data Protection statement
As we receive some public funding, we are required to pass the personal information you provide to the Skills Funding Agency and/or, the Young People’s Learning Agency for England (“the YPLA”). Both organisations are registered as data controllers with the UK Information Commissioner’s Office.
The information you provide may be shared with other organisations for purposes of administration, the provision of career and other guidance and research purposes, relating to education or training.
The Skills Funding Agency also administers the Learning Records Service (LRS) which uses your learner information to create and maintain a unique learner number (ULN). More information on this can be found at www.learningrecordsservice.org.uk.
At no time will your personal information be passed to organisations for marketing or sales purposes. You may be approached from time to time in respect of surveys and research to monitor performance, improve quality and plan future provision and to inform you about courses, or learning opportunities relevant to you.
Your Learning Agreement I declare that, to the best of my knowledge, the information I have provided whilst enrolling is correct and that should my circumstances change, including my eligibility for concessionary fees, I will notify City Lit immediately.
– I accept City Lit’s policies, including City Lit’s refund policy.
– I intend to attend the course(s) I have enrolled on and I am aware of the commitment required.
– I understand that I will lose my place on my course if I do not attend for 4 consecutive weeks or more.
– I understand that should my sponsor fail to pay my fees, or my card/cheque is declined, I will remain liable to pay.
– I understand that there will be a briefing on health and safety issues during the first session of the course(s).
Right to access information You have the right to access certain personal data that we hold about you.
If you wish to exercise this right, please
complete the City Lit request form ( link) for Access to Personal Data and send it to the
data controller (Services Contract Manager), IT Services, City Lit, Keeley Street, London WC2B 4BA.
Records management City Lit has a records management system whereby student information and course details are kept on-site for the current academic year and the previous academic year. At the end of this period student information is archived off-site for a further one year. Course information will be destroyed after two
years and student information after three years. There will be a charge of £50 to the student for retrieval of information stored off-site. Electronic records are kept for longer but may not contain the
same level of detail as paper records.
and whether visitors are new or repeat users. We do not store personal information.
You can manage cookies by editing your browser preferences (check the
advanced features). *Cookies are the files which enable us to hold information on the times and dates
visitors have used our website.
Information available to you
Freedom of information
You are entitled to look at any City Lit document, other than personal and
confidential files. For more details about your rights, please read the City Lit Publication
Scheme ( link)
If you want to know more about City Lit,
• an annual report ( link)
• inspection reports on City Lit
• results of the student satisfaction survey
• an annual summary of your comments
from the ‘Tell us what you think’ form
• a course guide for the year and an
additional summer course guide
• email updates on new courses
• our application for the Charter Mark,
the award for excellence in public
• a publication celebrating our Adult
Learners’ Award winners.
Contact: Marketing and Communications
020 7492 2672 firstname.lastname@example.org