Our customer service charter

We follow a customer service charter, to give our students, applicants, and customers a service that is:

• high-quality
• respectful
• inclusive
• professional. 

Our commitment to you 

We aim to deliver services that are: 

• accessible:
  • an inclusive and open service for everyone, regardless of background, ability or circumstances 
•  timely:
  • prompt responses and realistic timeframes 
•  accurate:
  • clear, up-to-date information and advice 
•  respectful:
  • treat everyone with dignity and respect  
•  confidential:
  • protect your privacy in line with data protection regulations and our data protection policy 
• accountable:
  • open to your feedback and transparent in how we improve. 

We aim to improve our services by: 

• regularly reviewing service performance 
• using student feedback and service data
• including customers in the design and development of our services. 

We review our charter annually, involving staff and customers where possible.  

Our charter reflects our organisational values. 

What we expect from you  

To help us provide the best service, we ask you to: 

• treat staff and other service users with respect and courtesy 
• attend appointments or notify us in advance if you need to cancel, where possible 
• provide accurate and complete information when making enquiries 
• use appropriate channels for feedback or complaints 
• engage with our communications and resources, when needed 
• tell us if you need any adaptations or adjustments to access and use our services. 

Students should also follow the Student Agreement. 

Feedback and complaints  

We welcome your feedback, it helps us improve. 

If you are unhappy with our service, you can raise concerns informally. If you are still unhappy, you can make a formal complaint.  

• current student complaints 
• applicant and prospective student complaints.