Feedback Policy 2019/20 in Adult Learning

Comments, Compliments and Complaints

  • We welcome all feedback, including 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.

We have a leaflet that tells our learners what to do if they want to:

  • 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.
  • Make a suggestion about how to improve our service.
  • Comment on any other aspect of our service to them.

This is available on our website and at our seven Adult Learning Centres.

In addition to this, information on how to provide feedback can be found within both the Welcome Handbook, which is provided to all learners enrolled on a course, and in the Apprentice Welcome Handbook, provided to all apprentices.

How to Make a Comment, Compliment or Complaint

Each of our centres has a comments box where learners can record suggestions, compliments and minor issues that do not need a reply.

If they have a complaint, in the first instance learners are encouraged to speak to their tutor or the centre coordinator. In most cases, we hope they will be able to deal with any problem immediately.

If they prefer, learners can write their feedback on the space on the comments, compliments and complaints leaflet, and hand it in at the centre office/reception or place it in the centre comments box. Alternatively, they are able to either email or post it to our deputy principal.

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 and monitored.

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, County Hall, Penrhyn Road, Kingston upon Thames, Surrey, KT1 2DN, telephone 020 8541 9100 or email: county.complaints@surreycc.gov.uk. They will then review the response and make a decision as to the further course of action.

Monitoring

All suggestions and complaints will be monitored, 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.

Contact details

  • Contact name: Katy Callingham
  • Tel: 01483 517403
  • Email: katy.callingham@surreycc.gov.uk