Complaints Policy

Need further assistance? Talk to one of the team on 01633 660 632

At Access for Students, we pride ourselves on high quality service to all of our customers. However, if your complaint is about your experience at Access for Students, please let us know as soon as possible. We will ensure that the complaint is investigated thoroughly and it will be dealt with in strict confidence.

What to do:-

  • Please contact us in writing, email, post or telephone stating your details and the nature of the complaint. Our administrator, Gill Fletcher, will be your first point of contact. We will aim to respond to you within a maximum of 2 working days, via email communication, stating the appropriate action that will be taken. The matter will be dealt with in a professional and non-confrontational manner.
  • If you are still dissatisfied, then your complaint can be escalated to the Centre Manager who will investigate the case thoroughly with all appropriate parties. Within one working day, the Centre Manager will aim to provide you with an expected timeframe of when you will receive an outcome and solution to the case. They will contact you via email.

If a complaint is in relation to an external source such as a DSA supplier, NMH (Non-Medical Helper) provider, AT (Assistive Technology) trainer or equipment provider, it is advised that you first contact them directly. If your complaint has not been actioned to your satisfaction, we will be more than happy to help you to liaise with the supplier to try and resolve the issue.

If you have a complaint about your funding body (eg Students Loans Company, NHS) or your Higher Education Provider, we advise that you contact them directly.