Quality Charter

This Charter is a serious commitment. It is based on the things that other people like you have told us are important. It is not a tablet of stone. It relies on the goodwill of all parties involved. But it does aim to set minimum standards for us to achieve and a yardstick by which you can judge us. Over the years we have made many concrete changes to improve the service we offer and with the feedback we receive from you we will do more.

Aiming to be the best training provider through 11 commitments to you.

1. We will provide you with friendly, helpful service whenever you deal with us.
   
   We aim to get 9 out of 10 customers to rate our service as helpful.
    
2. We will help you to make the right choices for you and your money, providing a clear product range with simply explained features.
   
   We provide impartial information, advice and guidance and also offer a free Advice Service to make it easier for our customers to choose the right training and course for them.
    
3. We will continue to be a responsible training provider, taking your health and safety seriously.
   
   We will apply rigorous health and safety procedures and audits to protect you when you are in our centre.
    
4. We will work with you to keep you safe when you train with us.
   
   We will safeguard the young and vulnerable whenever they are in our care.
    
5. We will help you quickly if you fall behind in your studies or are having difficulty with any aspect of your course.
    
   We have introduced improved systems to give early warning of students who are falling behind and we have appointed dedicated learning support staff to help those who are struggling.
    
6. We will ensure you can participate in activities and utilise our services free from harassment or duress.
   
   You will be treated on the basis of merit, capacity and potential and will not be disadvantaged by gender, race, ethnic or national origin, religious or political beliefs, disability, marital status, age, health, sexuality, family responsibilities, background or any other distinction irrelevant to academic study.
    
7. We will treat you courteously and provide you with a fair, effective and efficient service.
   
   We have measures to ensure that there is a suitable environment with appropriate facilities in place for the delivery of our academic, social and cultural objectives.
    
8. We give you the right to be provided with information about your progress, as long as that information is not considered confidential.
   
   All information will be given in a clear manner and, within the bounds of reasonable possibility, will be true, accurate and complete.
   
9. We will actively seek your thoughts and suggestions on how we can improve and be more helpful.
   
   You will have the opportunity to comment, voice opinions and make suggestions for how we can improve further. If at any time you feel we are not fulfilling our commitments you will be able to raise the matter with our Quality Department who will take up the issue on your behalf.
    
10. We will resolve customer complaints fairly, consistently, and promptly.
     
    Complaints are rare, but when they do happen we aim for 80% of customers to be satisfied with the way their complaint has been handled.
     
11. We will give you the right to be represented.
    
    You will have the right to be represented and helped by a parent, guardian, another student, or member of the college (e.g. a tutor) in cases of conflict and disagreement.

This Customer Charter has been put together by the ATL Quality Team. If you would like to comment upon it, or if you would like more information on any of our 11 commitments please write to:

The Quality Team
Apprenticeship Training Limited
ATL House, Chalcroft Distribution Park
Burnetts Lane
Hedge End
Southampton
SO30 2PA

© ATL Customer Charter 2010