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In the supply of our services and the conduct of our business, SAC will apply the following general standards:

Information for Clients

We will provide accurate information about our services and our charges. This will help you determine what we have to offer and will inform you of any preparation you may need to make so you can take full advantage of the services we provide. For those thinking of studying with us, we will provide you with clear information on the courses on offer, the entry requirements, how to apply and the services for students that are available.

Appointments

We will do our absolute best to keep appointments - both at your premises and at our premises - at the time agreed. If, exceptionally, we have to cancel an appointment we will arrange a new appointment to suit you. If we are unavoidably delayed we will tell you why and, if necessary, arrange a new appointment. If, for any reason, we have to visit your premises at short notice we will do our best to minimise any inconvenience to you.

Promptness and Courtesy

We will answer all correspondence within 5 days of receipt, or, if this is impossible, we will write to explain when a full reply can be expected. We will answer telephone calls courteously and promptly. If we cannot deal with your enquiry, we will pass you on to someone who we believe will be able to, or arrange for someone to call you back. We will tell you the name of the person who is dealing with your request or whom you should contact by telephone or letter. At all times we will offer a personalised service in a professional and friendly manner.

Confidentiality

We will treat all information you provide us with in complete confidence, and will not divulge it to any third party without your agreement. We will provide facilities for private discussion if necessary but please let us know in advance, so that we can ensure facilities are available.

Public Liaison

We will make provision to inform industry and the general public about our services and the operation of our business. We will inform local communities of any arrangements for public access to our resources and facilities.

Service Satisfaction

We undertake regular internal and external audits and reviews of our services and are always seeking ways in which our services might be improved. If you have any suggestions please let us know by writing to your service provider, or the appropriate service manager in the following areas:

• Education and Training Services
• Research and Development Services
• Consultancy Services
• Finance, Legal and General Matters

If you are unhappy with our service please let us know. We can deal most quickly with your concerns if you discuss them first with your service provider. You can register a concern by letter, by telephone, fax, email or in person. If you wish your concern to be considered by someone else, you should contact the appropriate person. It will help us to investigate the problem if you set out the facts in writing as fully as possible. We will acknowledge your letter promptly, investigate fully and reply within ten working days.