Adult & Community Learning
Compliments, Suggestions and Complaints
Devon Adult and Community Learning welcomes feedback, we need to know what we are doing well, what we can do better and what we are doing wrong. We take all comments, suggestions and compliments seriously, to help us constantly improve our service.
Compliments
If you would like to inform us of something that we have done particularly well or if you have enjoyed one of our courses please let us know. Your comments will be passed on to the appropriate person and we will write back, usually within 3 working days, to acknowledge your comments
Suggestions
If you have a suggestion about how you feel we could improve our service we would like to hear from you. You will usually receive acknowledgement within 3 working days, your comments will be passed to the appropriate staff member who will reply within 20 working days to let you know how your suggestion has been put into practise or explain why we are unable to.
Complaints*
If you are unhappy with the service for any reason please let us know. Generally we hope to resolve your complaint immediately, if you are able to talk to a member of staff please do, however, if this is not possible please contact us and your complaint will be dealt with in one of the following ways.
Stage 1 Complaint
When you first contact us your complaint will normally be categorised as a Stage 1 Complaint. You will receive acknowledgement of your correspondence, usually within 3 working days. Your comments will be passed onto the appropriate staff member, who will reply within 10 working days with a resolution letter.
Stage 2 Complaint
If you are unhappy after receiving the resolution letter, or in certain other circumstances, your complaint will be categorised as a Stage 2 Complaint. We will let you know that we have received your complaint, usually within 3 working days. Your case will then be investigated by a Senior Manager who will reply to you within 25 working days.
If you are unhappy with the outcome, please contact us so we can tell you how to take your complaint further.
*The time limit for making a complaint is 12 months from the date that you became aware of the problem
How to Make a Compliment, Suggestion or Complaint
Online - At MyDevon Compliments, Suggestions and Complaints via the following link: http://www.devon.gov.uk/compliments_and_complaints.htm
A form which is available from any of our centres.
Call us - Please contact MyDevon on 0845 155 1014 who will pass on your comments to the appropriate department or contact one of our centres
Write to us - At Buckland House, Park 5, Sowton, Exeter EX2 7ND addressing your letter for the attention of the Systems Administrator.
In Person - At any reception point, to the member of staff who provided the service to you, their manager, or to your local County Councillor.
If for any reason you have difficulty contacting us you may nominate another person, e.g. carer, friend or relative to contact us on your behalf.
