Fifth Floor, Tavistock House, Tavistock Square, London WC1H 9HX

General Enquires: 020 7388 8744

Assessments: 020 7383 3724

info@dyslexia-idc.org

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Complaints procedure for university students

 

 


The tutors/coaches at the Independent Dyslexia Consultants (IDC) Amanda Jones and Bernadette Kirwan, who work with students funded by the various national funding bodies, have different skills and it is important for you to work with someone that you are comfortable with. If you are unhappy with the coaching/tutoring here we would like you to tell us. All complaints will be dealt with in a professional and non-confrontational manner.

 

All of the tutors at IDC are self-employed professionals and therefore there is no manager who is responsible for their work. If you wish to make a complaint about the work a tutor is doing, there are two courses of action.

 

Stage 1

In the first instance, please discuss the complaint with your tutor.


Stage 2

If you are uncomfortable about doing that, please contact one of the other tutors here, via the centre telephone number, to discuss your concerns and needs. The four tutors at the centre are Amanda Jones, Bernadette Kirwan, Carol Leather and Sylvia Mackewn. The tutors work on different days of the week. During term-time that person will listen to your complaint within 3 working days of your phone call to the centre.


 The tutor who listens to your complaint will offer to discuss your complaint with the tutor concerned to see whether they can negotiate a resolution. They will reply to you by phone within 3 working days of talking to the tutor that you complained about. 

 

The tutor who listens to your complaint will then discuss your complaint with the tutor against whom the complaint is made to see whether they can negotiate a resolution. They will reply to you by phone within 3 working days of the complaint raised.

 

If no resolution can be found, you will be advised of the procedure to follow to change to a tutor with another provider. This involves you getting in touch with your Needs Assessor and requesting a change of provider. At the same time your original tutor would have to inform Student Finance England that you no longer wished to work with her, and that you wanted to change provider.

 

Stage 3 

If you remain dissatisfied with the way that your complaint has been dealt with you can address your complaint to ADSHE, the Association of Dyslexia Specialists in Higher Education. The tutors Amanda Jones and Bernadette Kirwan are registered members of this organisation. You will be required to provide written details of your grievance against the individual tutor in writing to the Chair of ADSHE. The procedure is explained in ADSHE’s Complaints Procedure, item 3: External complaints against an individual member of ADSHE at http://adshe.org.uk/about/complaints-procedure/


Stage 4

If you remain dissatisfied with the outcome of your complaint following ADSHE’s review of the matter, your complaint will enter Stage 4 of ADSHE’s Complaints Procedure, which is referral to an external moderator.


Please note in November 2017 we relocated to a new office. Our address is

IDC, Fifth Floor, Tavistock House, Tavistock Square, London WC1H 9HX

Our new office is approximately a one minute walk away from the old office.

Our telephone numbers and email addresses remain the same.