Customer Feedback

Essex First aims to provide a high-quality service, from your first contact with us and throughout your support. We expect the highest standards of conduct from all our support workers, and one of the ways in which we can continue to improve our services is by listening and responding to the views of students.


We will be regularly asking you for feedback and refining our procedures.  We are happy to receive any suggestions you may wish to pass onto us regarding the development of our services.  


Feedback is both welcome and useful and can be given informally either directly to your support worker or by emailing us.

 

How to make a Complaint?

 

In the unlikely event where you are dissatisfied with any aspect of our service, we will treat any complaint seriously and in a professional and non- confrontational manner.  


Step One:  You can make a complaint in writing or by e-mail. Your complaint should be addressed to the Manager at Essex First.
 
We will respond to any complaint within 10 working days with a detailed response outlining, where necessary, actions we will be taking.


Step Two:  Where you feel that the complaint is not resolved or satisfactorily dealt with, or where early resolution is not possible or suitable due to the character, complexity or seriousness of the case, then you can submit a formal complaint.  There is no regulated third party regarding complaints about Support Worker Services. However, you may wish to contact your University, needs assessor or funding body to discuss your support.

 

Confidentiality

All information provided regarding a complaint will remain confidential for use within the complaints process and is subject to the requirements of the Data Protection Act. Only those staff directly involved with the complaint will be given access to confidential information. In exceptional circumstances it may be necessary for us to provide information to a third party with or without your consent.