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Complaints procedure

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External complaints 

Our complaints policy

We are committed to providing a high-quality service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

It is our aim to provide a procedure for handling complaints, fairly and speedily to ensure a resolution can be agreed.

Step 1:

You can make a complaint by telephone, email or in writing. The first step is to contact the Office Manager. Tell them the problem and they will try to resolve your complaint for you. If not, we will contact you by telephone or email within one working day. If you do not know who to contact, please ring our main office telephone number: 01242 300 270

Step 2:

If you are not satisfied with the answer you received at step one, or you don’t want to speak with the Office Manager directly and / or are unable to contact us by telephone, you can complete the online form on our website https://www.optimumstudentsupport.co.uk/contact/ with your name and contact details and click send. A senior manager will then investigate your complaint. We aim to give you a full reply by letter or email within three working days.

Step 3
If you are still not satisfied you can ask for your complaint to be looked at by the Clinical Director. The Clinical Director will deal with your complaint and will give you a full reply by letter or email within three working days

Where applicable (DSA related complaints), and depending on the nature of the complaint, in the event of an impasse being reached between Optimum Student Support and the student / customer concerned, the matter will be referred back to the Disability Officer or Assessor or their Assessment Centre. If that fails to resolve the problem then, and only then, will the matter be referred to the funding body, who together with the assessor, will make the final decision.

 

*Guidance note
A complaint is any expression of dissatisfaction by a customer whereby company policy, procedure or service level has not been delivered.

Success stories

  • I’m so thankful that I’ve been able to receive specialist mentoring because of the wonderful personalised support that has helped me get through university

    Some days I’ve been feeling down, but after my session I leave feeling infinitely better because it’s an outlet for whatever’s on my mind and my mentor’s warmth and enthusiasm is really uplifting.

    Cansu T, Zoology Student

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  • With the help of my mentor I have done things I didn't think I'd be able to

    like present a poster at a conference, and now, I am a PhD student and the happiest I’ve ever been.

    Oliver B , Phd Student

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  • When I first came to university, I was extremely anxious having never been away from home

    My mentor has been instrumental in helping me deal with various concerns by talking through them and coming up with strategies to help manage them.

    Vincent S , Phd Student, Robotics

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    With time I let myself slowly face the situations that used to paralyze me. I am now back at work and have reconnected with my friends. I started with meeting out in the open to now being able to have a drink in a bar. I feel happy and back in control.

    Mark R , Tewkesbury

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