The purpose of our complaints procedure is that we can resolve on going matters and respond to past issues. It is also to allow us to improve our procedures or staff performance issues, especially where we appear to be at fault. Any complaint will be handled in a professional and non-confrontational manner.
You should indicate you preferred method of contact i.e. telephone, email or post.
We are happy to deal with a third party on your behalf but we will need to know who they are and have your permission to speak to them.
Please note the DSA suppliers are rarely given any personal information including the reason for you being given a DSA. You may find it appropriate to inform us.
The administrator will then pass the details of the issue to the appropriate section. The administrator of that section will acknowledge the complaint by email and/or post and if required contact you to obtain a full description of the issue. They will investigate the matter and reply to you not less than 5 working days and not more than 10 working days unless you have stated that the matter is urgent where prompt action will be taken.
If you are still not happy with our response you have the option of speaking to your disability officer at your university or your assessment centre. If this does not resolve the matter to your satisfaction you then have the option of raising the matter with DSA QAG our accreditation body who can further investigate if we have not followed correct procedures. DSA QAG will consult with all the other parties and make a final decision.
The steps are as follows:
- Raise the matter with the supplier dealing with the appropriate administrator in that section.
- If the matter is not resolved.
- Raise the matter with Mr M Farrar at Remtek.
- Should the matter still not be resolved.
- Escalate the matter by speaking to you disability officer or assessment centre.
- If the matter still remains unresolved you have the option of referring the matter to:
It is important that all the stages of this procedure are follow in the above order.
There may be personal reason why you wish to deal with your disability officer at the initial stages Remtek understand this and will alter this procedure to reflect those personal circumstances.
|REMTEK SYSTEMS LIMITED||DSA QAG|
|Telephone: 0161 745 8353||Telephone: 0141 548 8006|
42 Leslie Hough Way
Salford University Business Park
Centrum House 6th Floor
38 Queen Street
|Office Opening Hours:
Monday - Friday 8.30am - 5.30pm
|Office Opening Hours:
Monday - Friday 9.00am - 5.00pm
|Technical Support Opening Hours:
Monday - Friday 8.30am - 5.00pm
Please note that DSA QAG maintain a data base with useful contacts which include a list of disability officers and assessment centres.