Customer Charter
What your employees can expect from us
- Good quality, fair and timely assessment and training to national standards.
- A clear, concise induction into the assessment and training programme they are undertaking.
- Regular reviews of progress and feedback.
- Prompt and efficient receipt of assessment results.
What we ask from employers
- That you support your employees throughout the assessment and training programme.
- That you provide Learning World Academy employees with access to your premises/sites in order to perform the assessment and training required.
- As appropriate, invoices are paid in accordance with the published terms.
Tell us how we’re doing
We are committed to providing excellent services for our customers and achieving the highest standards of conduct. We value your feedback and we welcome all comments that you or your employees may have. You can give us feedback at any time, although we will provide you with the opportunity to write your comments down through our annual survey.
We will use your feedback to inform our provision, publish it to let other employers know about our service and we will take action where necessary to address any issues that may have arisen.
Should you encounter an issue with our service or are dissatisfied with our provision, please speak to your named Learning World Academy contact or telephone us on 0115 973 9200 – asking for Learning World Academies. We will take your complaint seriously; deal with it promptly and politely, providing responses which are clear and easy to understand. At each stage we will provide a response within five working days, sooner if possible. We are open and honest and deal with matters confidentially.
Our Standards
We strive to present a responsive, timely and friendly service to employers and their employees.
- We will arrange an initial consultation to best determine your training needs.
- We will present you with clear and up to date information about the training and assessment courses, and qualifications that we can provide - ensuring that you can make an informed choice.
- We will provide you with written details of the training and assessment provision we judge most suitable to meet your needs, along with details of any funding which could be used to support the cost of the programme.
- Your details will be recorded accurately upon initial contact and will be updated as appropriate.
- Where an enquiry cannot be dealt with immediately, a named person will respond within five working days.
- Should we be unable to meet your training needs, we will suggest another training provider or refer the request through brokerage channels to help you find a solution.
Our Corporate Values
In everything we do we will:
- Act with honesty, integrity and openness.
- Communicate clearly and effectively.
- Strive to achieve excellence.
- Respond positively and proactively.
- Regard everyone equally and with respect.
Our Customer Charter
We are committed to providing excellent customer service.
We encourage all customers to tell us how we are doing.
We are accountable to complaints and feedback.
We will:
- Listen to you about improvements we can make.
- Endeavour to resolve issues at the earliest opportunity.
- Take ownership of complaints to ensure satisfactory resolution.
How we’ll do it:
- Let you know the name of the person who is working to resolve the issue. Reply to enquiries/complaints within five working days.
- Ensure that we do not discriminate against any of our customers. Keep the process open and transparent, using clear language appropriate to individual needs.
- Undertake regular customer and learner surveys to proactively measure our services.
