Customer Service Policy - Yeovil College

CUSTOMER SERVICE POLICYPURPOSE OF THE CUSTOMER SERVICE POLICYTo support the college’s mission ‘To drive economic and social prosperity throughexcellent education and training’. We deal openly, fairly and effectively with anycomment or complaint about our services from learners or others, and to offer anappropriate remedy to anyone who is adversely affected by a service which fails tomeet our standards.Yeovil College is committed to improving the quality of the learning experience. Weconstantly seek to improve all our services and to regularly monitor any complaints orcomments received, and the effectiveness of the procedures to address them.The supporting Customer Service procedures provide operational detail of how torecord feedback/complain about any service which Yeovil College provides. Thereare separate policies/procedures for dealing with staff grievances, appealing againstthe outcome of academic assessments and for making disclosures in the publicinterest (whistleblowing). The customer service procedure cannot be used for any ofthese purposes.Wherever possible a complaint should be resolved at the point it arose, with themembers of staff concerned. If this does not result in an acceptable outcome or thesituation makes this approach unfeasible then the formal procedure should befollowed. All formal complaints must be in writing, the College will provide support tothose complainants who may have difficulties in recording their complaints thus; forexample, providing an amanuensis to record and read back a complaint for thecomplainant to sign.RESPONSIBILITY AND AUTHORITYThe Principal has ultimate responsibility for customer service and will ensure that thearrangements for fair and effective management of complaints and recording offeedback are reviewed and enhanced.The Vice Principal, Learning & Quality is the Principal's representative on mattersrelated to quality assurance and customer service and is responsible forimplementing systems in accordance with the approved College policy.Faculty Directors and other senior college managers are responsible for the day today management of complaints and recording of feedback within their areas.QUALITY COMMITTEESThe Senior Leadership Team (SLT) monitor termly any complaints received and theactions taken to address them.

PROCESS FOR HANDLING FORMAL COMPLAINTSAll formal complaints are recorded by the Head of Quality Assurance & Improvementand Teaching & Learning. Complaints will normally be acknowledged within 3working days. The complaint will then be passed to the appropriate Faculty Directoror senior manager who will investigate the complaint and normally respond in writingwithin 15 working days. If more time is needed to investigate the complaint theFaculty Director or senior manager will inform the complainant of this and give arevised time limit for a full response.APPEALSAppeals against decisions must be in writing and sent to the Principal within 10working days. The Principal will make a final decision and that this is the final stageof the College’s complaints procedure.If there is disagreement with the Principal’s decision, complainants may appeal to theSkills Funding Agency, South West Senior Account Director. This should be within 3months of the College making a decision on the complaint.RELATED POLICIES, PROCEDURES, DOCUMENTS, DEFINITIONSCustomer Service ProcedurePolicy ReviewAuthor Position Approved byApproval date Review dateCorporation/CommitteeStan Bishop HoQA&I and T&L Corporation 15 Nov 2012 Nov 2014Initial Equality Impact ScreeningHave you consulted on this policy, service, strategy, procedure or function?Details: Yes, consulted with Cliff Shaw, VP L&QYes / NoWhat evidence has been used for this assessment?Could a particular group be affected differently in either a negative or positive way? Indicate Y where applicableGroup Negative impact Positive impact EvidenceAgeDisabilityGender (incl. Transgender)Race (incl. Gypsy &Traveller)Religion or beliefSexSexual orientationMarriage & civil partnershipPregnancy & maternityOther groups (see guidance)If any negative impacts are identified, are there any related polices, services, strategies, procedures or functions that need to beassessed alongside this screening? If yes, please detail below:Should the policy, service, strategy, procedure or function proceed to a full Equality Impact Assessment? Yes / NoIf no, please give reasons No, there are no negative impacts identifiedDeclarationWe are satisfied that an initial screening has been carried out on this policy, service, strategy, procedure or function (delete thosewhich do not apply) and a full Equality Impact Assessment is I is not required.We understand that the Equality Impact Assessment is required by the College and that we take responsibility for the completion andquality of this assessmentCompleted by: Stan Bishop Position: HoQA&I and T&L Date: 1 Nov 2012Checked by: Cliff Shaw Position VP L&Q Date: 1 Nov 2012