Give us your views and help us to provide the service you want …
The Prostart Training Feedback Charter
This outlines our commitment to you as a learner and the level of service we aim to provide.
To give us feedback about any aspect of our service you can:
Complete a ‘Have your say’ Card
If you wish to give a compliment, make a complaint or put forward a suggestion, complete a ‘Have your say’ card (available at Prostart). Hand it in at Prostart and we will record your comments through our feedback system.
Speak to a member of staff directly
Talk to any member of staff who is involved in the area about which you wish to comment. This includes your course tutor or office staff. If you have a problem, they may be able to resolve it immediately or they will be able to refer you to someone who can help. They will ensure that your points or comments are recorded through our feedback system.
Put it in writing or telephone your comments
You can write or email us at: Prostart, 28 The High Street, Long Eaton, Nottinghamshire, NG10 1LL
If you require a response to your feedback
We will ensure that you receive this as soon as possible. All complaints are dealt with quickly, fairly and sympathetically. Your complaint will be passed to the relevant member of staff to be investigated and you will be given an honest response. Compliments and suggestions as well as complaints are recorded and copied to relevant staff.
All feedback will be taken seriously
Whether formal or informal we value all feedback about our service. Strictest confidence will be maintained if this is appropriate to the case.
All feedback is recorded
We record and analyse all feedback and actions required. We pass on all positive feedback. We publish information about the feedback we receive in our newsletter.
What happens next?
We will acknowledge your correspondence within 10 working days
We will send you a full response within 20 working days
If it is not possible to resolve your case within this time, we will inform you of what Prostart plans to do and when.
What happens if you are not satisfied with the response?
Thereafter you may refer the issue to the Education Skills Funding Agency (ESFA). A member of staff will provide you with the address should this be necessary.
We hope that most problems will be resolved before this action is necessary.
What you can expect
There are various outcomes depending on the nature of your feedback but here are some examples:
- Thanks for taking time to give us feedback
- Your positive comments will be forwarded
- An apology if we are in the wrong
- A full explanation of the situation
- The action to be taken to put things right
We want you to be satisfied with our service