COMPLAINTS POLICY AND PROCEDURE
If your complaint refers to dissatisfaction with your funding body (Student Loans Company, SFW, SFNI, SAAS, NHS or Research Council), then you must contact them directly. Your funding body decides your eligibility for DSA and the Needs Assessment, along with what provisions and supports they believe you are eligible for which covers equipment and study support. Access2Learn provides the DSA Needs Assessment ONLY. Access2Learn works within the Studytech Group therefore any complaints related to a StudyTech assessment should refer to their complaints policy: StudyTech
If your complaint refers to your Higher Education Institute (HEI) then you must contact them directly via your Disability Adviser in the first instance, your HEI is responsible for the provision of student experience. Examples of this are exam adjustments and provisions, deadline extensions and any other campus and study support.
If your complaint refers to dissatisfaction with your DSA equipment supplier, AT training provider or Non-Medical Helper provider, then you must contact them directly. Studytech also provides these provisions so again follow their complaints policy: StudyTech
- If you have a complaint related to your DSA Needs Assessment experience, engagement or service received by Access2Learn then the complaint should be made within 8 weeks of the actions, experience or engagement that prompted the complaint. This should be raised in writing to dsa@access2learn.co.uk for the attention of a ‘Senior member of staff’ and include:
- Your name and contact details
- The nature of the complaint
- The remedy being sought
- The preliminary steps already taken (if any)
- Names and contact details of any third parties involved
- Your complaint will be acknowledged via email within 2 working day of your submission by a Senior member of staff. A written record of the complaint will be noted on our online database system, along with any action that has been/will be taken.
- Within 1 working week of your complaint being submitted you will be emailed with an update of the action that has been carried out or will be carried out to investigate your complaint with a deadline of when you should expect to hear more, via email from the Senior member of staff.
Should the complaint be to do with the level of service, customer satisfaction or quality of support and experience it will be reviewed by a Senior member of the administration staff. However, if the complaint is to do with recommendation validity or appropriateness, the assessment or report, it will be referred to a Senior member of the Assessment team for investigation and a review of the case and report.
- A formal response will then be provided via email, no later than 10 working days from your original complaint submission from one of the individual’s noted above unless extenuating circumstances prevent this – if this may occur you will be notified.
- 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 Senior Management Team who will then review the complaint, investigate further and provide a response within 5 working days.