Our Commitment to Customer Service

Here at Gateway Qualifications we are dedicated to providing customer service at its best ensuring Learners are at the heart of everything we do.

In doing so, we will always support our Centres with the delivery of our courses and qualifications as well as being committed to ensure the administration and quality assurance processes are easy to follow and understand.

So what can you expect from us?

  • Friendly, polite, knowledgeable staff ready to assist
  • Communication will be in plain English avoiding jargon and abbreviations
  • Published information will be clear, concise, accurate and up-to-date
  • All our systems and procedures have easy to follow guidance available online
  • There will be flexibility in how we work with you to meet the needs of you and your learners
  • All work and communication will be conducted professionally and with integrity
  • We will abide by our printed Service Level Agreements

What would we like from you in return?

  • When making enquiries please provide as much detail as possible
  • Complete our documentation accurately and in full
  • Keep us informed when any named contacts are changed
  • Ensure all appropriate staff are kept informed of our processes and guidance material
  • Meet your deadlines
  • Provide us with feedback on the types of services you require and your satisfaction to assist us with how we can improve

If you are not happy

  • If we get something wrong, we will acknowledge this, learn from it and make improvements
  • Any complaint you may have will be given priority and dealt with as detailed within our Complaints Policy and Procedure

How to contact us

Office Hours: 8:30am to 5:30pm Monday to Friday

Phone: 01206 911 211 (voicemail available outside of normal office hours)
Email: enquiries@gatewayqualifications.org.uk
Post: Gateway Qualifications, Gateway House, 3 Tollgate Business Park, Colchester, CO3 8AB.

We also publish a number of other policies which you can find on our Policies and Procedures page.