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. In most cases, we hope they will be able to deal with your problem immediately. If you prefer, you complete our Surrey Adult Learning Feedback form.

Appeals against adult skills results

If you are on an adult skills course and wish to make an appeal, please refer to the Exams Officer for a copy of the Learners' Appeals Procedure.

Email: examsofficer@surreycc.gov.uk

What can you expect us to do?

Depending on the nature of your feedback, 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 feedback will be monitored, and from time to time we may publish information about the changes we have made as a direct result of the feedback our learners have made to us.

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 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, 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.