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    We are always interested in your views about your experience of learning and working with us. In your local centre, staff are on hand to help and to answer any questions to ensure that you have a positive experience of learning with us.

    Please let us know when something is not right

    Our complaints procedure

    We aim to make continuous improvement to ensure we meet your needs and take into account any changes during your time with us on programme. Your feedback and views are highly valuable to help with this.

    Employers

    In the event that you have any queries or complaints regarding the apprenticeship, you should contact your designated Partnership Manager in the first instance.

    If the query or complaint is not resolved to your satisfaction, please ask for this to be escalated to the Partnership Team Manager, Curriculum Manager or designated Curriculum Leader.

    If the query or complaint is still not resolved to your satisfaction, a written complaint should be made to CLSCustomerRelations@kent.gov.uk

    Please contact us if you would like to receive a copy of our complaints procedure.

    Learners

    We are proud of our services and we would welcome feedback from you.

    If you would like to compliment or comment on our service, or a particular part of our service, we would welcome and record this.

    Any comments will contribute towards ensuring that our customers receive an excellent service at all times.

    To provide us with any feedback, please speak to one of the following in the first instance:

    • Your tutor
    • Your tutor’s line manager (Curriculum Leader)

    However, if we are unable to resolve your concerns with regards to any aspect of our service and you are still dissatisfied please contact:

    Abigail Levitt

    Apprenticeships,

    Sittingbourne Adult Education Centre,

    Unit A-B London Road Trading Estate,

    London Road,

    Sittingbourne,

    Kent,

    ME10 1SX

    Email: CLSCustomerRelations@kent.gov.uk

    Please put your complaint in a letter and you will receive an acknowledgement within 3 days of its receipt. We will aim to provide you with a full reply within 20 days. If your complaint raises complex issues that cannot be answered within 20 days, we will still write to you to let you know of our progress. We will continue to keep you informed of this at three-weekly intervals until we are able to respond fully to your complaint.

    Please contact us if you would like to receive a copy of our complaints procedure.

    Alternatively, the apprenticeship helpline can offer impartial advice for any concerns, complaints or enquiries. nationalhelpdesk@apprenticeships.gov.uk Telephone: 0800 015 0400

    Where to find us

    Ashford

    Ashford Youth Hub
    Marbledon Ave
    Ashford
    TN24 8BJ

    Ashford Gateway Plus
    Church Road
    Ashford
    Kent
    TN23 1AS

    Deal Adult Education Centre

    Hamilton Road
    Deal
    Kent
    CT14 9BP

    Gravesend KT&A Centre

    Victoria Centre Darnley Road
    Gravesend
    Kent
    DA11 0RX

    Margate Adult Education Centre

    Hawley Square
    Margate
    Kent
    CT9 1PF

    Sittingbourne Adult Education Centre

    Unit A-B London Road Trading Estate
    London Road
    Sittingbourne
    Kent
    ME10 1SX