At Cenit College and eCollege, we aim to always provide quality service. However, we also know that there may be times when you are unhappy with the service you receive, or you may want to suggest a way to improve it.
Your eTutor is the person who can generally resolve most concerns, mistakes, and misunderstandings quickly. This is done in an informal way. If this is unsuccessful, you can put in a formal complaint, see stage 1 below.
However, the complaints procedure is here to help you if they cannot solve your problem.
Your complaints are important to us. They help us to:
- Put things right when they go wrong.
- Listen and learn.
- Improve and implement standards.
- Update approaches where necessary
Please feel free to tell us about your concerns.
When Should I Complain?
Our complaints procedure is intended when you feel we have failed to deliver what we should. Examples of when to complain are if we:
- Fail to act after you have first contacted us via email, Skype, Moodle, telephone
- Fail to provide a service on time or to our promised standard.
- Are not patient, helpful, and respectful in dealing with you.
- Provide a service that you felt was unfair.
The complaints procedure is not for everyday matters such as enquiring about exams, test centre locations etc.
How Can I Complain?
We want to make it as easy as possible for you to let us know if you feel something has gone wrong.
You can complain:
- By telephone on 01 901 2025
- By email to email@example.com (eCollege Manager)
If you need any help, please ask a member of staff.
Our Complaints Procedure
Stage 1: We will acknowledge your complaint within two working days of receipt and tell you who will be handling your complaint and when you can expect a response.
We aim to respond to your complaint within ten working days. If, for any reason, this is not possible, we will contact you and give you a new date for our response. If you are not satisfied with the outcome of Stage 1, you can take the matter further. We will include details of how you do this in your Stage 1 response.
Stage 2: In Stage 2, your complaint will be investigated by the relevant head of service. Again, we aim to respond to your complaint within ten working days.
If you feel your complaint has not been resolved after the Stage 2 response, you can ask for your complaint to be dealt with in Stage 3. We will include details of how you do this in your Stage 2 response.
Stage 3: At Stage 3, your complaint will be investigated and reviewed by the Managing Director of Cenit College and a nominated external panel. We will conduct a thorough, independent review of your complaint and respond within ten working days.
We will write to you to let you know if it will take us longer.
eCollege subscribes to many different vendors. If you wish to appeal your examination results, we can provide you with the relevant information to do so. Please contact your eTutor directly.