Customer feedback
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Customer Feedback
If you receive feedback from your learners, either complaints or compliments, please email your curriculum manager. Feedback is regularly monitored and reported weekly to our senior managers as well as quarterly to our Corporate Team. To contact adult learning customer feedback directly please email AdultLearningCustomerFeedback@northnorthants.gov.uk or telephone 01604 367119.
Types of Customer Feedback
Suggestion Where we are advised that we could do something better or different. We check these to see whether they include ideas that could be usefully adopted.
Compliment Praise from a customer because we have done something well. We review these to identify and spread good practice.
Complaint expressions of dissatisfaction by a customer. These can occur when people think we have failed to do something we agreed to do, do something wrong or treat them unfairly or discourteously. If the customer says it is a complaint, it must be handled as a complaint!
There are three stages in the complaints process:
Stage 1 - Initially, the complaint is handled by the section or service area the complaint relates to.
Stage 2 - If the complainant is not satisfied at Stage 1, the relevant senior manager arranges an investigation.
Stage 3 - If the complainant is not satisfied at Stage 2, the Corporate Complaints Team investigates on behalf of the Chief Executive.
Finally, if the complainant is not satisfied at Stage 3, they may take it to the Local Government Ombudsman.
Procedure Aim
The aim of this procedure is to ensure:
Complaints are dealt with effectively and the recurrence of any problems they identify is prevented
Suggestions are checked for means of service improvement
Performance information on complaints and compliments is collated and publicised to help us make service improvements
Our target is that 95% of complaints are solved successfully within 10 working days. It is our aim to acknowledge all complaints within 3 working days.