How to make a complaint
- You can make a complaint in writing, by email, by telephone, or in person (by appointment please).
- If you are writing or emailing your complaint and would prefer to receive a response by telephone, please provide your telephone number.
- If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address.
- If you know the name of the person relevant to your complaint, please contact them directly.
- If you do not know who your complaint should be directed to, you should contact a centre administrator to find out. Centre administrators can be contacted via the Hull or Lincoln Assessment Centre.
- We will reply within 15 working days from when we receive your complaint. If it is not possible to give you a full reply within this time - for instance, because a detailed investigation is required - we will give you an interim response, telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.
If you are dissatisfied with the way you have been treated or with the service you have received, we wish you to know that:
- We treat, as a complaint, any clear expression of dissatisfaction with our service which calls for a response.
- We will treat any complaint seriously whether it is made in person, by telephone, by letter, or by email.
- We will deal with complaints promptly, politely and, where appropriate, informally.
- We shall endeavour to respond in the appropriate way - for example, with an explanation, an apology, or information on any action taken, etc.
- We want to learn from complaints, using them to improve our services.
- If you feel we have not managed to resolve your complaint, you should raise a complaint with your funding body (for example, Student Finance England/Wales/N.Ireland)