Customer Service Statement

OCNSWR aims to offer a service which is responsive, effective and efficient. We are committed to continuously reviewing and improving the quality of our service and undertake self-assessment to monitor our performance. If you have any comments about our service, or a complaint, we would like to know.

Please contact the OCNSWR office:

By email to: info@ocnswr.org.uk

By phone to: 01752 831500

By post to: OCNSWR, Units 24/25, HQ Building, 237 Union Street, Plymouth, PL1 3HQ.

Centre Recognition Enquiries

>     Prospective centres will be sent an initial enquiry pack within 2 working days and will be contacted by an OCNSWR Business Development Manager within 10 working days of contacting OCNSWR

>     We will inform prospective centres of the result of their Centre Recognition application within 10 working days of receipt of the completed forms

>     All centres will have a named Development Manager who will normally deal with all development issues in relation to that centre

>     All new centres achieving Centre Recognition status will be sent a Centre Recognition certificate within 10 working days of being notified

>     All new centres will be contacted by their Customer Support Officer (CSO) within 10 working days of confirmation of Centre Recognition status

Quality Monitoring and Improvement

>     All centres will have a named Quality Reviewer (QR) who will normally deal with all quality issues in relation to that centre

>     The QR will contact new centres within 20 working days of the confirmation of achievement of Centre Recognition status

>     The QR will send the Centre Recognition report to the centre within 10 working days of agreeing a date for the first visit   

>     The quality visit report and response will be sent to the centre within 25 working days of the quality visit

Registration and Certification

>     All centres will have a named Customer Support Officer (CSO) who will normally deal with all administration for that centre

>     Recommendations for the Award of Credit forms (RACs) will be sent out to a centre’s named contact within 15 working days of receipt of a correctly completed learner registration form

>     All certificates will be issued within 15 working days of the receipt of correctly completed RACs

>     Replacement certificates will be issued within 25 working days of the receipt of a completed Replacement Certificate Request form and the specified fee, where applicable, or a response given to the applicant if OCNSWR is not able to authorise the re-issue.