Our complaints policy

Access Assessment Centres Assessment Centre is committed to providing a high-quality service and educational support experience. Where possible we believe that every attempt should be made to resolve complaints informally as soon as they arise. However we do have a formal complaints and appeals procedure if an informal resolution is not possible. We aim to handle complaints in a fair, and professional manner. If you have a complaint, please contact us with the details within one month of the occurrence of the event that has caused the complaint.

Initial contact should be made in writing or by email to the centre manager. If the complaint is about the manager, please address the communication to Sharon Northeast, Centre Manager.

The initial communication should outline the details of the occurrence and reason for the complaint. As much information as possible to assist with investigation should be included, for example the names of people involved and your full contact details with your preferred method of contact if different to the method used to contact us.

Access Assessment Centres Assessment Centre will acknowledge receipt of your complaint within two working days of receipt, enclosing a copy of this procedure. Following an investigation, you will be contacted again. We may ask for further details or supporting evidence. You will receive a written response within 10 working days of receipt of the complaint, along with details of any supporting evidence that may be required.

Should you not be satisfied with the response, you may contact us and ask for a review of the decision. We will write to you within 15 working days of receiving your request for a review, detailing our final position on your complaint with our explanation.

In the event that you are still not satisfied, DSA-QAG who audit assessment centres, can advise you: DSA-QAG Central Administration Unit 2nd Floor, Centrum House, 38 Queen Street Glasgow G1 3DX 0141 548 8006, email: administration@dsa-qag.org.uk, web: www.dsa-qag.org.uk