Complaints Procedure

We are committed to providing a high quality, accessible and responsive service to businesses and the community. However, if you believe that things have gone wrong, please send us your complaints and comments. We will take them seriously.

How to make your complaint

You can make your complaint, which we will deal with confidentially, in writing, by phone or e-mail. You should send e-mails to or in writing to Danny Thomas, Wynner House, 143 Bromsgrove Street B5 6RG. To call us it is 0121 622 4218 and ask for Danny Thomas.

To help us process your complaints please provide the following information.

  • Information on whether it is an original complaint or a follow-up to a reply you were not satisfied with.
  • A clear description of the complaint and what you would like us to do to sort things out.
  • Your full postal address, phone number and fax number (and e-mail address if you have one).

What happens next?

We will investigate and provide a full explanation within 15 working days of receiving your complaint. If this is not possible, we will explain why and give you a date by which you can expect a full reply.

If you are not satisfied with our reply

If you are not satisfied with the reply to your complaint, you should write to, or telephone the Director of Quality Improvement at the address shown above or by email to Your comments will be reviewed and a response sent to you within 5 working days.

Should you still remain unhappy about the outcome, you can escalate your complaint to the Education and Skills Funding Agency (ESFA) helpdesk: – by email: – by telephone: 08000 150400