Cancellation Policy
It is inevitable that sometimes you will need to change or cancel an appointment. If you need to change or cancel an appointment, please give as much notice as possible, and preferably at least 48 hours.
Sessions missed or cancelled with less than 24 hours’ notice will be charged to Student Finance England at the full rate of the booked session, whether this is an hour or more. Please note that if two sessions are missed or cancelled with less than 24 hours’ notice, Student Finance England may withdraw funding for support, unless there are exceptional circumstances.
Complaints Policy
I always endeavour to deliver a professional, caring and courteous service to all my clients at all times.
If you have a complaint I will ensure that:
• I treat your complaint seriously
• I deal with your complaint promptly and in confidence
• I explain what happened and where required and possible, put it right
• I learn from complaints and use them to review and improve my service
If you believe I have not lived up to these standards please follow the procedures below.
1. Explain your concerns verbally to me.
2.If you do not feel the issue has been resolved, please put your complaint in writing to me and I will respond in writing within ten days.
3.If you are not happy with the response, please contact Dyslexia Action, Dyslexia Action House, 10 High Street, Egham, Surrey, TW20 9EA.