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Complaints, Comments and Suggestions
We welcome and encourage both positive and negative feedback as it tells us how we are doing. This page details complaints received in 2007, and examples of suggestions you made which have resulted in improvements to our service.
Complaints
All complaints received by the service, whether written or verbal, are recorded and discussed at monthly management team meetings.
Where action can be taken to address a complaint, this always happens.
We receive relatively few complaints/negative comments and when we do receive them, they are often about matters we have no control over such as Government Regulations.
In 2007, we received 5 complaints.
Details of complaints and remedial action taken
- All five complaints were about being unable to get through on the phone lines, as they were always busy.
We apologised and explained that it was a very busy time for us.
Please see the comments below.
Comments & Suggestions
We note your suggestions and comments on a day to day basis and always consider whether it is necessary and possible to make changes to our procedures in response to these.
Here are some changes we made as a result of your suggestions/requests:-
- You said... that you had trouble getting through to us on our phone lines as they were always busy.
We... regrettably do not have resources to open more phone lines.
However, we have amended our out of hours answerphone message to include an
update on the progress of applications.
We have also added this information on our webpage Check the progress of your
application, and have promoted our e-mail address studentfinance@sheffield.gov.uk
more to be used for queries.
- You said... why was the Student Questionnaire printed in colour, as it was a waste of tax payer's money?
We... have printed our leaflet "Student Finance Service - what can you expect from
us?" in black and white, along with any future publications produced by ourselves.
If you would like to make a complaint, comment or suggestion about our service, we would be happy to hear from you.
You can contact us by e-mailing us at studentfinance@sheffield.gov.uk or by any of the methods detailed on our Student Finance home page.
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