Our aim at UK Open College is to provide a professional yet friendly service to our students.We promise to listen to any concerns students may have concerning the service we provide. We are continually looking to improve and welcome feedback openly.
We understand that on occasion things can go wrong for a number of reasons. If things do go wrong it is important that students know where to turn.
We have a policy where we aim to respond to any complaint within 24 hours of receipt. All complaints and concerns must be put in writing initially to firstname.lastname@example.org.
Upon receipt you will receive an automated response acknowledging your email and a member of the support team is instructed to contact the student direct via email or telephone to find an amicable solution as soon as possible.
We take complaints seriously and whatever your complaint we promise to:
Be courteous at all times Be polite at all times Deal with any complaint efficiently Maintain confidentiality Acknowledge all forms of communication Keep you updated of any developments
We ask all students lodging a complaint:
Treat our staff as they would wish to be treated themselves Notify our staff as soon as possible of any concerns within a reasonable amount of time Keep their case factual Refain from the use of bad language and threatening behaviour Allow us time to respond Understand that certain things are beyond our control
99% of problems can be dealt with instantly and efficiently. If you feel this is not the case you are entitled to escalate your case to a formal complaint and your details will be forwarded to a manager for a response and once again an amicable solution will be sought.Once a manager is in receipt of your case you will then receive further written correspondence and a telephone call where every effort is made to ensure a satisfactory outcome.