Complaints Procedure

We endeavor to give you the best possible service when you choose Access South West. We would like you to tell us if we do not meet the standards you expect from us. All complaints will be handled in a professional and non-confrontational manner, we welcome comments - they help us improve the service we offer.

If you have any comments or complaints about the service you receive from Access South West you can inform staff by telephone, email, text, on the website or by completing the feedback questionnaire (sent to you after a needs assessment).

We aim to put things right as soon as possible. We will:

acknowledge your comments within 24 hours (48 hours at weekends)
do everything we can to deal with your concerns
treat your complaint confidentially.

Making a complaint will not affect the service you receive in the future

Procedure

Level 1 - Initial Complaint

If possible your complaint will be dealt with as soon as you make it. If your complaint cannot be resolved with by the member of staff who receives it, it will be passed to the Centre Manager (or the Deputy Manager in her absence) and it becomes a formal complaint.

Level 2 - Formal Complaint

Stage 1

If you make a formal complaint you will receive a response from a senior manager within 5 working days. We aim to deal with your concern at this initial response. However, if this isn’t possible we will send you a second more comprehensive response as soon as possible.

If you are still unhappy you can ask for the complaint to go to stage 2.

Stage 2

The complaint will be investigated by the Chief Executive. You will receive a written response within 7 working days and a decision within 20 working days.

Stage 3

If you still have concerns you can make a written appeal to the directors of the company, who will respond within 7 working days.

You can also contact DSA-QAG (the Disabled Students’ Allowances Quality Assurance Group) they provide a quality assurance service for assessment centres and suppliers involved in the delivery of the Disabled Students’ Allowances scheme in England and Wales. Their telephone number is 0141 548 8006.

This information is also available in different format - please contact Access South West if you would like this to be arranged.