Our promise
ALS is committed to providing a quality service and achieving the highest standards of conduct. One of the ways in which we can continue to improve our service is by listening and responding to the views of our learners, partners and tutors.

• making a complaint/compliment, whether you are a learner, a tutor or a provider, is as easy as possible;
• we treat a complaint as a clear expression of dissatisfaction with the Adult Learning Service which calls for a response;
• we treat it seriously whether it is made in person, by letter, by fax, or by e-mail;
• we deal with it promptly, politely and, where appropriate, informally (for example, by telephone);
• we respond in an appropriate way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
• we learn from complaints and compliments, use them to improve our service, and publish information on complaints - for example, in our Self-Assessment Report (SAR).
• This section explains how to make a complaint/compliment about the Adult Learning Service

How to make a complaint
Follow the internal complaints procedures for the organisation you are working for.
If the complainant is not satisfied with the response then they can contact The Learning Trust in writing, or by fax or e-mail. They can also complain in person (by appointment please).

If you are writing, faxing or e-mailing your complaint/compliment, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required, and if not please provide a full postal address.

Your complaint/compliment should be directed to:

Head of ALS
The Learning Trust
1 Reading Lane
Hackney
E8 1GQ

Telephone: 020 8820 7339
Email: ACLinfo@learningtrust.co.uk
Fax: 020 8820 7174

• We will reply within 15 working days of receipt of your complaint/compliment;
• If it is not possible to give you a full reply within this time, for example, if your complaint/compliment requires more detailed investigation, we will give you an interim response telling you what is being done to deal with your complaint/compliment, when you can expect the full reply and from whom;
• The full reply will include details of who to contact next if you believe that your complaint/compliment has not been dealt with properly. This will normally be one of the Directors at The Learning Trust;
• If you are still not satisfied following the second response, you can ask for your complaint to be referred to the Chief Executive of The Learning Trust.

If your complaint is regarding Exams, you will need to contact the exam board directly. For more details please visit the Joint Council for Qualifications website.