Supplementary memorandum from Dr Tony
CUSTOMER COMPLAINTS AND LETTERS OF THANKS
FOR YEAR OF ENTRY 2000
The total number of complaints received during
the year 1 October 1999 to 30 September 2000 was 134. These can
be split over the various functions as follows:
|Electronic Application System
Ten complaints referred to the manner and attitude of staff.
When compared to the large number of enquiries dealt with (555,787),
this number represents a very small percentage. However, in order
to ensure that we are meeting the highest levels of customer service,
UCAS has initiated a company wide review of all its customer service
functions and is working with external consultants to ensure that
best practice is adopted throughout.
A number of complaints referred to delays in the receipt
of postal correspondence. A subsequent investigation revealed
that our contractors were not providing the level of service agreed
and action was taken to rectify this.
Many complaints referred to the admissions process in individual
universities or colleges. Although these are outside our control,
UCAS ensures that, where possible, the institutions are made aware
of any problems. We also ensure that system-wide issues are raised
at the annual Admissions Officers Conference. UCAS is concerned
that some universities and colleges do not have their own complaints
procedure for applicants and we have recommended to the Quality
Assurance Agency for Higher Education (QAA) that it should make
this a requirement of it's Code of Practice for Admissions.
Enterprises received a number of complaints about unsolicited
mail. The application form for 2001 entry has a tick box which
will allow customers to opt-out of unsolicited mailings.
We received 104 letters of thanks during the year, not only
from applicants and parents, but also from institutions. The overall
impression is of an excellent and caring service.