Iona Kent & South East Assessment Centre Complaints Procedure

Iona Kent & South East Assessment Centre is committed to providing a high quality service, from your first contact with us, throughout your assessment and in any follow-up that is necessary following your assessment. We expect the highest standards of conduct from our staff.

We work to provide all of our clients with appropriate solutions in relation to their particular circumstances in a timely and professional manner. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients.

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 relating to our service which calls for a response.
• We will treat the complaint seriously, quickly and fairly.
• Complaints can be submitted in any format, and by a third party.
• We shall respond in the appropriate way, with a detailed response outlining, where necessary, the actions we will be taking.
• We want to improve our service and regularly ask for feedback from clients; we recognise that complaints can form an important part of us ensuring we are an effective company.
• We will respond to complaints within 10 working days.

How to make a complaint?

You can make a complaint in writing, by fax, by email, by telephone or in person (by appointment please). If you are writing, faxing or emailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address.

Your complaint should be addressed to the Centre Manager at the following address:

Director/Centre Manager
Iona Kent and South East Assessment Centre
Canterbury Innovation Centre
University Road
Canterbury
Kent
CT2 7FG

Tel: 01227 811 813
Fax: 08717 145 860
Email: admin@iona-kase.co.uk

Due to the various parties involved in the assessment process, i.e. Local Authorities, Student Finance, Quality Assurance Group, Disability Departments at your Institution and various suppliers, we may ask you to direct your complaint to another agency. In doing so we will explain to you how the complaint relates to them rather than us. We will do our best to provide you with their contact information in order for you to address your concerns.

Complaining to someone else

If you feel that you would rather contact a third party with your complaint, you should contact the Quality Assurance Group. You can also contact them if you feel that we have not dealt with your complaint appropriately.

DSA-QAG Central Administration Unit
Centrum House,
Second Floor
38 Queen Street
Glasgow
G1 3DX

Tel: 0141 548 8006
Email: Administration@dsa-qag.org.uk

Student Finanace England

If you need to contact them here is the address for Student Finance England.

Student Finance England
PO Box 210
Darlington
DL1 9HJ

Tel: 0845 300 5090
Email: dsa_team@slc.co.uk