Complaints Procedure: Ascentis


GIVING FEEDBACK OR MAKING A COMPLAINT

Ascentis truly values your feedback, views, and opinions on what you believe we do well, what we can improve on, and what more we can do to improve our service.

All of us at Ascentis want you to be able to experience the highest quality service that we continuously strive to provide to you.

This is why your feedback is so important to us!

Please do get in contact with us, using the methods illustrated below, if your expectations have not been achieved. This will allow us to rectify matters.

Utilising this procedure will enable us to quickly identify your feedback or complaint, thus effectively streamlining this process. We may want to get in touch with you in regards to your comments, which is why we will request the information specified below.

We share all feedback, compliments, and areas of improvement with all the relevant teams within Ascentis to ensure that all of our hard working staff are recognised for their efforts.

Please feel free to get in touch!

IF I MAKE A COMPLAINT, WHAT INFORMATION DO I HAVE TO PROVIDE?

When you contact us, please give us your full name, contact details including a daytime telephone number along with:

  • a full description of your complaint (including the subject matter and dates and times if known)
  • any names of the people you have dealt with so far
  • copies of any papers or letters to do with the complaint


HOW CAN I GET IN TOUCH?

In order to deal with your feedback or complaint effectively, please identify yourself to one of the following categories and follow the associated instructions:

I AM A CENTRE:

Please contact us by email, telephone, or post:

Telephone: 01524 845 046 

Email: hello@ascentis.co.uk

Post: Ascentis House, Lancaster Business Park, 3 Mannin Way, Lancaster, LA1 3SW

I AM A LEARNER:

If you have a complaint regarding your centre, you must first instigate the internal appeals and complaints procedure with your centre. This usually involves writing a letter or email to the Head of the Centre to make them aware of your concerns. This provides them with a chance to address the issues raised.

For any other enquiries, please contact us by email, telephone, or post:

Telephone: 01524 845 046 

Email: hello@ascentis.co.uk

Post: Ascentis House, Lancaster Business Park, 3 Mannin Way, Lancaster, LA1 3SW

I AM A THIRD PARTY (e.g., Employer, Guardian, Parent)

If you wish to raise a complaint on behalf of a learner, you must first instigate the internal appeals and complaints procedure with their Training Provider. This usually involves writing a letter or email to the Head of the Centre to make them aware of your concerns. This provides them with a chance to address the issues raised.

For any other enquiries, please contact us by email, telephone, or post:

Telephone: 01524 845 046 

Email: hello@ascentis.co.uk

Post: Ascentis House, Lancaster Business Park, 3 Mannin Way, Lancaster, LA1 3SW

 

WHAT HAPPENS NEXT?

We deal with feedback and complaints on a case-by-case basis, meaning that it make take some time, depending on the complexity of your comments, to get back to you.

Please be assured that the relevant teams will aim to get back to you within 7-10 working days. 


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What our happy customers say

“We are very pleased that we made the move to Ascentis for all our ESOL exams. The exams are appropriate for our learners, and lecturers find the marking manageable. As an organisation, Ascentis is a pleasure to work with. Our queries are always dealt with quickly and we are extremely well supported by our verifier.”

Waltham Forest

“We have thoroughly enjoyed our first year with Ascentis. There has been support of a high quality throughout the academic year. Support has been provided through a variety of roles including the quality managers, lead EQA’s and subject moderators.”

Bradford College

“We have been delighted with the impact Ascentis Extended Awards in Mathematical Skills (Stepping Stones) have had on our student’s progression towards their functional skills mathematics as well as preparing them for the completion of their GCSE. It has taught them the essential skills in mathematics which enabled them to deal with the practical problems and challenges of life – at home, in education and at work. These skills are valued by employers and further education, and are a platform on which to build other employability skills. We are also very impressed with the level of service and commitment shown by the staff of Ascentis, they are always available to help whenever help is needed.”

Brent Start

“The transparency and support of Ascentis has been refreshing. Our moderation process has been a pleasure and developmental feedback has always been welcomed.”

Kensington & Chelsea College
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