Compliments and Complaints
Lifelong Learning UK aims to maintain and deliver high standards of service at all times. Below you will find details of our compliments and complaints procedures.
Compliments
We welcome compliments and will forward these to the relevant individual and their line manager.
If you wish to register a formal compliment please e-mail compliments@lluk.org
Or send it in writing to:
5th Floor, St Andrew's House, 18-20 St Andrew Street, London EC4A 3AY
We will acknowledge the compliment in writing within ten working days.
Complaints
Despite our very best efforts, there may be occasions when you feel that LLUK has not delivered the level of service to which you are entitled and believe that you have cause to complain. In this instance, please contact us by phone on 0870 757 7890.
If that does not resolve the problem to your satisfaction, or you believe that approach to be inappropriate you may complain in writing to complaints@lluk.org. We will acknowlege your complaint within 7 working days of receipt and will endeavour to respond within 15 working days. If the response is likely to take longer than 15 working days we will send you an interim reply giving reasons for the delay.
If you are still not happy with the outcome of the investigation please write to the Executive Director, Corporate (or if you wish to complain about him/her to the Chief Executive), explaining why you are not satisfied. We will acknowledge your complaint within 7 working days of receipt. He/she will review your complaint and respond within 15 working days.
Confidentiality
Please note that in order to undertake any investigation we may need to disclose your name. We will also record your name in the complaints and compliments monitoring logs, but not in any summary reports prepared for internal or external use.
Please note that this procedure should not be used if you wish to appeal against a recognition decision made by SVUK. Separate procedures for this can be found on the SVUK website.
