Making a complaint, compliment or appeal in adult learning

How to make your comment, compliment or complaint

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

If you have a complaint, in the first instance you should speak to your tutor or the Centre Coordinator. In most cases, we hope they will be able to deal with your problem immediately.

If you prefer, you can write down your comment, compliment or complaint, and hand it in at the centre office/reception or place it in the centre comments box or email your feedback to adultlearning@surreycc.gov.uk

Please include your name, address, telephone number, e-mail address and your comment, compliment or complaint.

Please note - While our centres are closed, due to coronavirus, please feel free to speak to your tutor or contact our Customer Service Team on the email address above.

Appeals against accredited results

If you are following an accredited course and wish to make an appeal, please refer to the Examinations Officer for a copy of the Learners' Appeals Procedure.

Telephone: 0300 200 1044 or email: examsofficer@surreycc.gov.uk

What can you expect us to do?

Depending on the nature of your complaint, we will do one or more of the following:

  • Give you an explanation
  • Make sure the problem is not repeated
  • Give you an apology and put things right if there has been a mistake

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.

When will you hear back?

If you contact us with a comment or suggestion and tell us that you do not require a reply, we will ensure your comment is still recorded and monitored.

If you contact us with a complaint or other type of comment that needs a reply, we will send an acknowledgement within 5 working days and send a full response within 10 working days of receipt of your correspondence.

If you are not satisfied with the response you receive from us, you should 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.