Customer Service Policy for Regulated Course Students (UK)

 

1. Purpose

This policy outlines the standards of service that students can expect when enrolling in and attending regulated courses provided by [Your Organisation Name]. Our goal is to ensure that every student receives professional, responsive, and fair support throughout their learning journey.

2. Scope

This policy applies to all students enrolled in regulated courses, including Ofqual-recognised qualifications or any course delivered under a UK awarding body’s framework.

3. Our Commitments to You

We are committed to:

  • Delivering accurate information about courses, qualifications, assessments, and progression routes.
  • Providing a welcoming, inclusive, and supportive learning environment.
  • Ensuring all learners are treated with dignity, fairness, and respect.
  • Responding to queries and concerns in a timely, transparent, and professional manner.
  • Following all regulatory requirements set by awarding bodies, including assessment, quality assurance, and certification timelines.

4. Communication Standards

  • Response Time: We aim to respond to all student queries within 2 working days.
  • Urgent Issues: Exam-related or safeguarding issues are prioritised and addressed within 1 working day.
  • Contact Channels: Students can contact us via email, telephone, or in person during business hours.

5. Assessment & Certification

  • We will provide a clear assessment plan at the beginning of your course.
  • All assessments will be conducted in line with awarding body and Ofqual requirements.
  • Certification will be issued within the awarding body’s stated timeframe (typically 6–12 weeks after final assessment).

6. Student Feedback & Complaints

  • We actively welcome feedback to improve our services.
  • Any concerns or complaints should first be raised with your tutor or course coordinator.
  • If unresolved, a formal complaint can be submitted in writing and will be acknowledged within 5 working days and resolved within 15 working days.

7. Equality & Inclusion

We are committed to upholding equality, diversity, and inclusion throughout our provision. Reasonable adjustments are available to support learners with disabilities or additional needs, in line with regulatory guidelines.

8. Safeguarding

We follow national safeguarding guidance and have a designated safeguarding lead (DSL) available for all learner concerns related to welfare or safety.

9. Data Protection

All personal information is handled in accordance with the UK GDPR and Data Protection Act 2018. Your data will only be shared with relevant regulatory or awarding bodies as required.

10. Review of Policy

This Customer Service Policy is reviewed annually or sooner if regulatory changes require.

Created 3.05.25