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Complaints

Complaints

If for any reason you are not satisfied with the service or treatment that you have received, please contact the Assessment Centre in the first instance. We will investigate the issue and respond accordingly. If you are unhappy with this response you can then instigate the Glyndŵr University complaints procedure.

What we expect from you

In order to provide an effective service we ask that you:

  • let us know in good time if you are unable to attend an appointment that you have booked, we may be able to make that place available to another student
  • respond to any correspondence that we send to you relating to the Assessment as quickly as possible, this will help to reduce any delays in the assessment process
  • let us know if you do not think we have provided you with enough information or have any other suggestion about the service that we offer
  • complete evaluation forms that we distribute following your use of our services, so that we can best meet your future needs and those of our other customers

Assessment complaints procedure

If for any reason you are not satisfied with the service or treatment that you have received from Glyndŵr Assessment Centre, please let us know and we will do our best to resolve your complaint quickly.

We do not look on complaints as unwanted. In fact, they may help us to see where our services or procedures might be improved. So do let us know where you feel we have made an error or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook.

What you need to do:

  1. The first step is to talk to a member of Assessment Centre staff. This can be done quite informally, either directly by visiting the centre, by telephone (01978 293254 or 01978 293594) or by email to assessmentcentre@glyndwr.ac.uk.
    Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then please ask.

  2. Explain your complaint and ask for a specific resolution to it.

  3. We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint in writing to the Assessment Centre manager (Sarah Roberts) setting out the details, explaining what you think went wrong and what you feel would put things right.

  4. If you are not happy about writing a letter you can fill in the Assessment Centre’s complaints form, available to download by clicking below or pick up a form from the Centre. Alternatively, you can always ask a member of Assessment Centre staff to take notes of your complaint. You should make sure you agree with what they have recorded and they will provide you with your own copy for reference.

  5. Once the centre manager has received a copy of the complaint, they will fully investigate it. Your complaint will be acknowledged in writing within five working days of receiving it and the correspondence will say when you can expect a full response. This should normally be within three weeks unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

  6. If you do not find the reply or resolution satisfactory, the centre manager will provide you with a copy of the relevant Glyndŵr University complaints procedure and inform you of the courses of action, and sources of help, open to you, under these procedures. (Glyndŵr Assessment Centre is subject to Glyndŵr University complaints procedure which you are entitled to invoke at any stage).



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