Association of Colleges

AoC Feedback Procedure

AoC has adopted a new feedback procedure, and we would like to help you resolve your complaint or suggestion as quickly as possible. Before you provide us with feedback, have you tried to find the answer to your question or issue via our FAQ section?

AoC endeavours to provide a service that is professional at all times. All AoC staff ensure your issues are taken seriously and dealt with promptly. However, occasionally, things do go wrong.

We would like to hear from you if you have any comments about a decision we have made or any aspect of our work.  Any feedback, positive or negative, will be sent back to the person who is responsible.

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Contact us

We particularly welcome opportunities to receive direct feedback from our membership.  There are a number of ways you can contact us to provide us with feedback:

In person
To arrange a site visit feedback session, where we visit you, please contact the Membership Manager.

By e-mail
Please email us with your feedback.

By telephone
Please contact our Head Office on: 020 7034 9900 (lines open from 09:00 to 17:00, Monday to Friday, excluding bank holidays).

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Our complaints policy

We are committed to providing the highest quality service to all our clients. When something goes wrong, we need you to tell us about it to help us improve our standards.

Our complaints procedure

If you have a complaint, please email the Company Secretary. You might also write to the Company Secretary, Association of Colleges, 2-5, Stedham Place, Bloomsbury, LONDON, WC1A 1HU, if you prefer. You may also telephone us on 020 7034 9900.

 

What will happen next?

1. We will send you an email or letter acknowledging receipt of your complaint within five working days of us receiving the complaint, with a copy of this procedure.
2. We will then look into your complaint. This will normally involve assessing the reason for the complaint against our procedures to see if we have not complied with our own standards.
3. We may then contact you to discuss the matter.
4. Within twenty working days of the complaint, we will write to you with our response and propose a resolution that might have been agreed, or a statement that we have not agreed.
5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter to review the issue. We might arrange a face to face meeting if you would prefer.
6. We will then write to you within twenty working days of this second referral, confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you might then contact the Chief Executive about your complaint, who will deal with it personally.

If we have to change any of the timescales above, we will let you know and explain why.