Surrey Adult Learning Policy
- We welcome all feedback, including comments, compliments, and complaints, for the opportunities they give us to inform policy and improve service delivery.
- We encourage customers to contact us by making it as easy as possible for them to find out how to do so.
- We investigate complaints thoroughly, objectively and impartially.
- When complaints are upheld, we put things right.
- We take notice of comments and suggestions for courses.
- We share positive feedback and use it to influence working practices.
We value all feedback
What did we do right and what could we do better?
We are always interested in hearing our learners' views as we are dedicated to delivering the best learning experience possible. Feedback is very important to us and we welcome thoughts and suggestions, whether it be a query, compliment, course suggestion or complaint.
- Compliment us on something we have done well.
- Make a complaint if they feel we have not delivered an acceptable standard of service, have not treated them fairly or they do not feel we have provided them with a safe environment in which to learn.
- Suggest how to improve our service.
- Comment on any other aspect of our service to them.
If a learner is emailed from a generic SAL inbox, they will receive a link to a survey where they can leave feedback. The results of this survey are published in the Customer Service Team monthly report.
How to make a comment, compliment or complaint
If someone has a complaint, they are encouraged to speak to their tutor or the centre coordinator in the first instance. In most cases, we hope they will be able to deal with any problem immediately.
Alternatively they can email the adult learning inbox or complete one of the forms on our contact us page. These are the preferred methods of contact as we are then getting feedback in the learners' own words. Learners can also call 0300 200 1044 where the team will take details of their feedback to pass to the most appropriate member of staff.
Apprenticeship complaints
For those undertaking a work-based apprenticeship or employers of a SAL apprentice who have a concern or complaint about the programme, this should first be discussed with the Trainer/Assessor and the Apprenticeship Manager using the above process. Contact details can be found in the SAL Apprentice Welcome Handbook and the SAL Employer Handbook issued at the start of the programme.
In some instances, complaints may be referred to the Education and Skills Funding Agency (ESFA) through the apprenticeship helpdesk on 08000 150400 or email nationalhelpdesk@apprenticeships.gov.uk
If we have been unable to resolve an apprenticeship complaint, further guidance can be sought from the Education Skills Funding Agency (ESFA). Complaints can be made by email to complaints.esfa@education.gov.uk, or by letter to: Customer Service Team, Education and Skills Funding Agency, Cheylesmore House, Quinton Road, Coventry CV1 2WT
Timescales for response
If we are contacted with a comment or suggestion and told that a reply is not required, we will ensure that comment is still recorded.
If we are contacted with a complaint or other type of comment that needs a reply, we will send an acknowledgement within five working days and our aim is to send a full response within ten working days of receipt of the correspondence. If we are going to take longer, we will let the learner know. We will also let them know what to do if they are not happy with the response received from us.
If a learner is not satisfied with the response, they receive from us, they can then contact the Customer Relations Team, Surrey County Council, Dakota, 11 De Havilland Drive, Brooklands Industrial Park, Weybridge, Surrey, KT13 0YP, Telephone 03456 009 009 (9am to 5pm, Monday to Friday, excluding bank holidays) or email: county.complaints@surreycc.gov.uk. They will then review the response and decide as to the further course of action.
Monitoring
All suggestions and complaints will be recorded, and from time to time we will publish information about the changes we have made as a direct result of the comments our learners have made to us. This information will be displayed on centre notice boards.
