How to make a complaint

The Surrey Training Hub is always looking to improve. If you have any feedback or wish to make a complaint* about your experience with us, please e-mail us.

*Please ensure the title of the e-mail includes the wording “Complaint” if making a formal complaint, or “Feedback” for any other constructive feedback or compliments. We take complaints seriously and will acknowledge your complaint in 3 working days; reporting back to you within 1 calendar month. 

We will: 

• Investigate what happened, discuss at team level, and identify whether something went wrong. 
• Apologise where this is appropriate. 
• Identify what we can do, to make sure the problem does not happen again. 
• Ensure you are provided a response in a suitable format. 
• Maintain a log of both complaints and informal feedback to identify patterns of incidents and avoid repeated incidents. 

*If you would prefer to raise a complaint in a format other than email, we are happy to make reasonable adjustments as required.