Standards of Service
At all times the support service will:
Be friendly, polite, approachable and professional.
Listen to you and take account of your views.
If we cannot help you directly we will put you in touch with someone who can.
Visiting our reception:
Our reception is open 8.30am to 5.00pm, Monday to Thursday , and 8.30am to 4.30pm Friday.
We will attend to you within 5 minutes, but often sooner.
We will listen carefully, taking account of your views and respect your confidentiality.
We will provide you with clear, complete and accurate information, using plain English and avoiding jargon.
Telephoning us:
You can call us 8.30am to 5.00pm Monday to Thursday, and 8.30am to 4.30pm Friday.
Outside these hours you can leave a message on our answerphone.
We will aim to answer your call in 5 rings.
If we cannot deal with your enquiry at the time of your call we will call you back the next working day.
E-mailing us:
We will acknowledge your email within 1 working day and respond in full within 10 working days.
Writing to us:
We will acknowlege letters within 5 working days and respond fully within 10 working days.
Complaints:
We will acknowledge your complaint within 5 working days and respond within 10 working days.
We will investigate your complaint promptly and put things right were necessary.
Tuition delivery:
We aim to issue an instrument and commence tuition within 5 working days from receipt of your completed registration form and appropriate fees.
We aim to deliver up to 30 lessons per academic year.
We will arrive to deliver lessons in a timely manner.
We aim to provide at least one week's notice when we are unable to deliver lessons due to training or other commitments.
We aim to cover absence with an alternative tutor.
Training:
We will deliver support and training services in a professional manner and look for ways in which our service can be improved.