Policies and feedback

Our cancellation policy

There may be times when you need to cancel your Non-Medical Helper (NMH) support session. Professional Education Achievement Team have in place a cancellation policy to enhance the benefits of support for students.

Students must provide at least 24 hours’ notice for any cancellations, as failing to do so may prevent another student from receiving their support. If sessions are cancelled without at least 24 hours’ notice, the cost of these sessions will be deducted from the student’s DSA, in line with the policy set by Student Finance England.

To cancel a session please contact your NMH support worker directly, or alternatively email: peat.support@icloud.com.

Privacy policy

Professional Education Achievement Team operate a privacy policy in accordance with GDPR and Data Protection legislation 2018.

Personal student data (name, customer reference number, date of birth) are requested and processed purely for the purposes of non-medical help support, provided by PEAT and funded by the Disabled Students’ Allowance. This data is stored securely for the duration of the student’s support and for a year after support ends due to SFE audit purposes.

You are entitled to access or update any personal information maintained by Professional Education Achievement Team (PEAT). To do this, please reach out to us via email at peat.support@icloud.com.

Complaints policy

If you need to make a complaint, please see below the steps to follow:

Step One:

Please provide a brief description of the issue through your preferred method of contact, this can be by email, by telephone or alternatively a meeting in person can be arranged. If the matter is urgent, please also state this.

Email: peat.support@icloud.com

Telephone: 07547235556

Complaints will be acknowledged and aim to be resolved within 5 working days. However, if a deeper investigation is required a full response will be provided within 15 working days

Any complaint will always be handled with respect, confidentially and in a non-judgemental manner. There will be no negative impact on your support for making a complaint

Step Two:

If you have received a response that you are unhappy with, you must let us know within 15 working days where it will be reviewed again and a full response provided within 10 working days

Step Three:

If you remain dissatisfied with the internal resolution, you can escalate your complaint to your university’s disability advisor or your DSA needs assessment centre to discuss your support.

If you still feel the matter has not been resolved to your satisfaction, then you have the option to escalate it to your funding body.

Feedback

We are committed to offering a service tailored for students and greatly appreciate your feedback. Please complete the feedback form below to share your thoughts on our performance and support services.

We also welcome compliments about staff providing your DSA support. Feel free to contact us via phone, email, or complete the feedback form.