All of the following information is provided within your Student Handbook, that was emailed to you when initially registering with First Class Support
COMPLAINTS POLICY
First Class Support is committed to providing an efficient service for all students, support workers and institutions. To achieve this, First Class Support vigilantly employs well trained and dedicated staff to ensure that service user satisfaction is prioritised.
Unfortunately, there may be occasions where we will fall below our own high standards and we recognise the concern this can cause. We have thereby implemented a procedure designed to minimise any inconvenience.
It is our policy that all complaints are
taken seriously and are dealt with in a uniform way. All complaints will
be handled in a professional and non-confrontational manner.
All complaints should be raised to First Class Support by
completing the form below. The details of the complaint will be handled by a
dedicated member of the management team that will acknowledgement the
recipient of the complaint within two working days by either telephone or
email.
A proposed resolution to the complaint will be
issued within ten working days. If for any reason there is an unavoidable
delay in issuing a response to the complaint, we
will advise of a new deadline.
All complaints are logged and the relevant complaint handler can
be contacted at any time. Should any dissatisfaction be
experienced with the handling of a compliant at any time, the complaint
can be escalated to senior management or the company director.
Individuals raising a complaint can ask for the assistance of
a third party such as the citizen’s advice bureau, friend, relative or
professional legal representation.
Complaints Department
First Class Support
Salt Quay House
Sutton Harbour
Plymouth
Devon
PL4 0HP
Cancellation of Scheduled Support Agreement
As a rule, NMH provision will only be paid for through DSAs if the student has taken up that support. There will of course be occasions where a student fails to attend NMH sessions at short notice for reasons such as illness. In such circumstances a cancellation charge will be made from the student’s DSAs, for missed or cancelled sessions, if less than 24 hours' notice of cancellation is given. All missed sessions will be carefully considered by SFE and where more than two sessions have been missed per quarter DSAs funding may be suspended. Further guidance on missed sessions can be given by contacting First Class Support, or Student Finance England.I can confirm that I have read and understand First Class Support’s cancellation policy. I also confirm that I authorise First Class Support to charge for 1-hour support time from my DSAs should I fail to provide my support specialist with at least 24 hours’ notice.
This agreement must be signed and returned to First Class Support. You can give this agreement to your First Class Support Specialist, email it to admin@firstclass-support.co.uk or return it to:
First Class Support
Salt Quay House
Sutton Harbour
Plymouth
Devon
PL4 0HP
If you have any questions or concerns regarding the cancellation agreement, please contact First Class Support on 01752 358641.