Complaints and compliments

The Student Support Unit aims to offer a high standard of service at all times. However, we recognise that sometimes things go wrong and we have a procedure to deal with and we learn from your complaints.

What is a complaint?

It can be an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Unit or its staff.

How many complaints have we dealt with?

Between 1 May 2004 and 31 March 2005 we received 56 complaints. We were at fault in 27 of these cases, which were promptly dealt with.

Reviewing complaints

• We review our complaints procedure based on customer comment to ensure it meets their needs.
• All complaints are used in a positive way to improve our customer service.

Compliments

"I am writing to say how delighted my daughter and I were with the support and help we got last week"

"Keep up the good work"

"In all my dealings with the Student Support Unit over the last 5 years, I have never found anyone to be as helpful as you"

"You took ownership of my enquiries and resolved the issues regarding my fees and student loan in an extremely efficient and caring way"

"Thank you so much for reassessing my contribution towards fees"

"Thank you for your swift and efficient action to redress my concerns over my student loan..............it's a shame other organisations can't be as quick in resolving errors"

"Thank you - quick, efficient, comprehensive knowledgeable"

"The help/assistance and guidance received has been excellent"