Our Service Standards...
When you visit us we will…
Greet you in a polite and Friendly Manner
Help you with access or language requirements as best we can.
Provide you with advice and guidance to achieve your goals
When you telephone we will…
Answer your call in a polite and professional manner
Answer your call as quickly as possible (we aim to answer 80% of calls within 5 rings)
Respond to all messages left on voice mail within one working day
When you write, or e-mail we will…
Acknowledge your letter or e-mail within 3 working days
Explain why it will take longer, if we cannot reply in full within 10 working days
Reply to you in plain, jargon free English
Respond by telephone where possible, especially if you have an urgent enquiry
Our Pledges to you…
To treat you with courtesy and respect
To provide training services that meet your needs
To be honest and open, take responsibility for your training and ensure you get the right
advise and information
To ensure all communication with us is clear and helpful
To use your feedback to help us improve our training services in the future
What we ask of you…
Please treat our staff and premises with respect and consideration
Please give us all the information we need to deal with your enquiry
Please give us honest and constructive feedback so that we can improve our services in the future
Please tell us if you have access or language needs
We recognise that on occasions we may get it wrong or not do something that you think should have been done
Where we have let you down we will…
Try to put things right straight away
Give you and explanation as to what happened
Agree a solution with you where we can
Use what we learn from our mistakes to help improve our services for the future
You can contact us on 0121 296 5669 Monday to Friday from 09:00 until 17:00.
Outside of these hours, you can leave a message, and we’ll get back to you as soon as we can.
Alternatively, just use the buttons below.