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The information on this web site is protected by SRUC copyright and may be reproduced without formal permission or charge ONLY for personal use. You may not use the content or any part of it in any other work or publication, without our prior written consent, whether that other work or publication be in electronic copy, hard copy or any other form whatsoever.
Our Standards Of Service
In the supply of our services and the conduct of our business, SRUC will apply
the following general standards:
Information for Clients
We will provide accurate information about our services and our charges. This
will help you determine what we have to offer and will inform you of any
preparation you may need to make so you can take full advantage of the services
we provide. For those thinking of studying with us, we will provide you with
clear information on the courses on offer, the entry requirements, how to apply
and the services for students that are available.
We will do our absolute best to keep appointments - both at your premises and
at our premises - at the time agreed. If, exceptionally, we have to cancel an
appointment we will arrange a new appointment to suit you. If we are unavoidably
delayed we will tell you why and, if necessary, arrange a new appointment. If,
for any reason, we have to visit your premises at short notice we will do our
best to minimise any inconvenience to you.
Promptness and Courtesy
We will answer all correspondence within 5 days of receipt, or, if this is
impossible, we will write to explain when a full reply can be expected. We will
answer telephone calls courteously and promptly. If we cannot deal with your
enquiry, we will pass you on to someone who we believe will be able to, or
arrange for someone to call you back. We will tell you the name of the person
who is dealing with your request or whom you should contact by telephone or
letter. At all times we will offer a personalised service in a professional and
We will treat all information you provide us with in complete confidence, and
will not divulge it to any third party without your agreement. We will provide
facilities for private discussion if necessary but please let us know in
advance, so that we can ensure facilities are available.
We will make provision to inform industry and the general public about our
services and the operation of our business. We will inform local communities of
any arrangements for public access to our resources and facilities.
We undertake regular internal and external audits and reviews of our services
and are always seeking ways in which our services might be improved. If you have
any suggestions please let us know by writing to your service provider, or the
appropriate service manager in the following areas:
- Education and Training Services
- Research and Development Services
- Consultancy Services
- Finance, Legal and General Matters
If you are unhappy with our service please let us know. We can deal most
quickly with your concerns if you discuss them first with your service provider.
You can register a concern by letter, by telephone, fax, email or in person. If
you wish your concern to be considered by someone else, you should contact the
appropriate person. It will help us to investigate the problem if you set out
the facts in writing as fully as possible. We will acknowledge your letter
promptly, investigate fully and reply within ten working days.