Complaints Procedure for Students
It is important to us at Book My Assessment that you are happy and content with the services we supply. We do however acknowledge that from time to time our customers may be unhappy with the service or goods they have received.
We believe that it is always better to try to resolve an issue before it becomes a complaint.
We find that most issues can be settled informally by discussing it with a member of our management team. You can contact us on email@example.com or call us on +44 (0) 28 9592 9060 to discuss your concerns. Where possible the informal process should be utilised before raising a formal complaint.
If you have raised something with us and feel that we have not addressed your issue, you can make a formal complaint.
FORMAL COMPLAINT PROCEDURE
If a complaint cannot be settled informally with our management team, you should raise it formally.
Stage 1 - Put your complaint in writing
You should put your complaint in writing and address it to Operations Manager, Laura Nicholson firstname.lastname@example.org who will arrange for your grievance to be heard.
Please add the following details:
- Your name and contact details
- The nature of the complaint
- The remedy being sought
- The preliminary steps already taken (if any)
Your complaint will be acknowledged via email within 3 working days of your submission by a member of the Book My Assessment Office.
We will aim to provide a response and work towards a resolution of your complaint within 10 working days. If it is likely to take longer than 10 days, we will inform you of this.
Once a response has been provided to your complaint, if you should feel the issue is unresolved or you would like to appeal against the response and/or decision, you can respond to the formal response via email, marking it for the attention of the Louise Campbell (Managing Director), who will then review the complaint and investigation and provide a response within 10 working days.
Stage 2 - Meeting
You will then be invited to a Meeting (this may be face-face, over the phone or web chat) to discuss your complaint. During this meeting you have the right to be accompanied. Following the meeting, the Centre Manager will investigate and consider all the facts and notify you in writing of the decision as soon as possible.
Stage 3 - Appeal
In the event that you feel your complaint has not been satisfactorily resolved, you have the right to appeal against the decision. You must place your appeal in writing to the person named in the decision letter outlining your reasons for appeal, within three working days of the decision.
The Centre Manager shall make arrangements to hear your appeal at an Appeal Hearing and you may again, if you wish, be accompanied. The Centre Manager will notify you in writing in respect of the decision of your appeal. This is the final stage of the internal procedure, and the decision of the Centre Manager shall be final.
- If your complaint refers to dissatisfaction with your funding body (Student Loans Company, NHS or Assistive Technology Provider), then you must contact them directly- Book My Assessment provides the DSA needs Assessment; your Funding Body administers the way that your funding covers your equipment and study support.
- If your complaint refers to your local College or Higher Education Institute (HEI) then you must contact them directly via your Disability Adviser before making contact with your assessment centre If your complaint refers to dissatisfaction with your Assistive Technology training provider, equipment provider or non-medical helper provider then you must contact the provider(s) directly.
All contact details will be on your DSA2 letter