Iona Kent & South East Assessment Centre Complaints Procedure

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 using the contact details on our Contact Us page.

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.

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