We will give you written information that explains how to complain and the process involved.

When you make a formal complaint, you can expect:

• To receive an acknowledgement within ten working days
  
• To receive a written explanation about how the complaints procedure works
  A named office to deal with your complaint
  
• To get a full written response within twenty working days from the date the complaint was received; and to tell you what we are going to do to sort out your complaint if it is going to take us longer to give you a full answer.

You can help us to deal with your complaint effectively. When you are making a complaint against the Education Advice Service for Adults, please give as many details as possible.

It would help if you tell us:

• What you think we have done wrong or not done
  
• How you are affected
  
• What you would like us to do to put things right
  
• When you were fist aware of the problem
  
• Any relevant dates
  
• The names of the staff you have dealt with

It would also be helpful if you send us copies of letters, etc., to support your complaint.