Complaints Procedure

The Vocendi team welcome your views, both formally and informally, on the services we provide. You can express positive or negative views, concerns or complaints and these will be considered as part of our ongoing evaluation of practices and service provision.

Stage 1

If you wish to make a complaint then please contact the Vocendi team by either;

Your view is important and will be dealt with as quickly and as fairly as possible.

Stage 2

If you are not happy with the outcome at stage 1 and feel that you want a complaint to be addressed on a more formal basis then please put your complaint in writing to:

Andrew Walpole
Vocendi Ltd.
13 John Street
Stratford upon Avon
CV37 6UB

The complaint will be investigated with the relevant personnel involved, to form a clear picture of the issue. This could involve meeting with you.

You will receive a letter with the result of the investigation and any action that will be taken. You will be given details of how to proceed if you are not satisfied with the outcome.

This procedure will normally be carried out within a 10-day period from receipt of your formal complaint.

Stage 3

If you are not satisfied with the outcome after stages 1 and 2 then you can take your complaint further by writing directly to :

Suzanne Hewitt
Vocendi Ltd.
13 John Street
Stratford upon Avon
CV37 6UB

Stage 4

If your complaint is connected to the Disabled Students’ Allowance (DSA) and you feel it has not been satisfactorily addressed in the above stages please contact your needs assessor.

In the unlikely event that the complaint is not resolved you may ask the DSA Quality Assurance Group to investigate further (see www.dsa-qag.org.uk)