We are committed to giving all our students the best possible service we can provide, whatever their individual needs. You can get copies of our equal opportunities statement and policy at the centre where you attend your course.

This charter explains:

  • your entitlements - what you have a right to expect from our courses
  • your responsibilities - your part in making sure things run smoothly
  • complaint procedures - what you should do if you are unhappy with a course

Your adult education course entitlements

Information, advice and enrolment

We will provide free and up to date information on all our courses. This includes:

  • detailed information about what you will learn
  • information about qualifications you can gain, where relevant
  • advice on what level of course will best suit your needs
  • accurate information about course fees (including reductions) and how to pay


We select our tutors on the basis of their subject competency, as well as their skill and enthusiasm in delivering tuition to adults. They are also open to suggestions on how they can update and improve their courses. We offer regular training and development to all our tutors to ensure their knowledge and skills are up to date.

At the start of the course

Your tutor will tell you which topics they will cover in your course. In addition, the tutor will tell you about:

  • course dates, including holidays
  • how to agree any changes to the course, if appropriate
  • what to do if you cannot attend, have an accident or wish to make a complaint
  • health and safety procedures for the centre you are studying in
  • how to transfer to another course or receive a refund if we have to cancel the course for any reason

Please note: We reserve the right to cancel any course after it has started, if too few students have enrolled to make it financially viable.

During the course

Throughout your course we will support you in achieving your learning aims. This means we will:

  • take account of any learning difficulties or physical difficulties you may have and do what we can to support you
  • provide a warm, clean and safe space to work in that is appropriate to the course subject
  • provide safe, appropriate and up-to-date equipment and resources

The tutors for each course will:

  • value each student's contribution equally
  • take into account your existing level of ability and plan work that is suited to your needs
  • plan interesting and stimulating classes with a variety of activities, so that learning is effective and enjoyable
  • give you feedback on your progress with helpful comments on how you can continue to improve
  • return assignments with helpful comments within a reasonable timescale
  • check that the course is progressing to your satisfaction

At the end of the course

We will give you the opportunity to give us feedback on your learning experiences. We use your feedback to help us improve the quality of future courses.

We can also tell you about other learning opportunities your course could lead to.

Your adult education course responsibilities

To help the course run smoothly, we ask you to:

  • respect the rights of other people, regardless of differences in culture, ability, race, gender, age, sexual orientation or economic status
  • attend as many of the sessions as you can - if you cannot attend, please notify your tutor or the centre
  • try your best to be there for the start of the session and to stay to the end
  • let us know us if you have a disability or learning difficulty
  • always seek help if you need it
  • meet deadlines for any work set and tell your tutor if you have any problems with this
  • help make your place of learning safer by reporting any incidents or concerns

Complaints about your adult education course

If you feel that we have not met any of our charter commitments, you can do one of the following:

  • if it is an issue that needs resolving during the course, speak first to your tutor
  • if you are unhappy with the outcome, take it up with the centre/area manager
  • if it is a complaint about the centre, speak directly to the centre/area manager

Please note you can comment on any problem in your end of course feedback, which will be used to make improvements for the future.

You can also make a complaint in writing, using one of our standard complaint forms. Copies are available from your tutor, or from the centre office where the course is run.

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