Feedback and Complaints
I aim to provide the best possible quality in my Non Medical Help (NMH) provision and assessment services and welcome any feedback from students, parents and assessment participants. Feedback, both positive and negative, informs my work and helps me develop the service.
How will I be asked for feedback and how often (NMH)?
At the end of each session you will be asked for feedback on that specific session if the type of support requires a work plan. You will also be asked for more detailed feedback, usually once a term. This will ask you for more general feedback about your NMH support.
Can I give feedback at any other time?
If you would like to give feedback you do not need to wait for an invitation to complete the feedback survey. A link to the survey can be found at here
Alternatively, you can provide feedback by emailing info@lancashire-dyslexia-specialists.co.uk
How do I complain (NMH)?
If you aren’t satisfied with your support and wish to complain then please follow the NMH provision complaints procedure below. If you need any support submitting a complaint, please contact your university support services.
Complaints Policy
At Lancashire Dyslexia Specialists, I am committed to providing high-quality, professional support for students. I am an appropriately qualified, trained and motivated professional, however, if students wish to change their NMH support provider, for whatever reason, I am happy to arrange this.
I promise to deal with any complaints about my service in a professional and non-confrontational manner. Complaints are seen as important feedback which helps me improve. Please see below for the different stages of my complaints process.
1. If you have a complaint about my support, please first try to resolve it informally by talking to me.
2. If you do not feel comfortable doing this, you can contact me by email, phone or text:
-
phone: 01254 875 777
-
text: 07729 547 596
Please provide your name, contact details and a description of the complaint. I will respond to you within two working days via email or in writing to let you know I have received your complaint. I will then investigate this and reply to you within a further seven working days. In my reply, I will give you details of my investigation, what action(s) I am taking in response and the reasons why. (If I am not able to fully investigate within this timescale due to the complexity of the complaint, I will explain why and provide you with a new timescale.)
3. If you are not happy with my response, please contact the support service manager of your university who will investigate the matter.
4. If you are not satisfied with either response, you can appeal to Student Loans Company (SLC). Details of SLC’s complaints procedure can be found at: https://www.gov.uk/government/organisations/student-loanscompany/about/complaints-procedure.