We communicate with you through various different channels, including by email, on the phone, letter, live chat/instant messenger and face to face. Social Media and other communications channels continues to become more and more accessible and we see it as a fantastic tool. The people who work on our channels will always try their best to help you so to make sure everyone has a good experience when engaging with us we have listed below our expectations and we would appreciate you respecting these when contacting us.
WHAT YOU CAN EXPECT FROM US
Our accounts are generally open five days per week for General enquiries with referral available for information, advice and guidance. We might need to request some feedback or escalate certain queries to another member of staff, so please be patient if this happens. One of the team will get back to you as soon as possible.
If you require a detailed explanation of something that cannot be easily addressed on social media, or you wish to make a complaint, we might need to re-direct you so that your concerns are properly logged and dealt with. Although we aim to answer every question individually, there may be times when this is not possible. During this time instead of responding to individual posts, we will focus on posting out latest updates, which is a much more efficient way of keeping everyone up-to-date.
WHAT WE EXPECT FROM YOU
Please remember that we are all here to try to help. We will always be courteous and respectful and we expect to be treated in the same way. We understand that it is frustrating when things do go wrong but please do not use foul language or be aggressive. Please stick to the topic of the post when joining the conversation. We also ask that you do not spam or deliberately disrupt a conversation. We won't tolerate this type of engagement, and the majority of our followers don't want to read inappropriate comments.
Whilst we don't want to block anyone on social media, we may have to do so in certain circumstances. We will also report anyone who makes offensive comments or demonstrates inappropriate behaviour towards staff, students or members of the public via our sites and in line with our Safeguarding Policy where relevant. We may also delete comments.
We are trying to ensure you have a great experience with us and look forward to seeing you and chatting with you on our channels!
To give feedback or find out more please visit our contact us page.
