Environmental Policy

Sustainable Travel Policy

Complaints Procedure


 

Environmental Policy

We are committed to reducing its environmental impact by helping to conserve energy and reduce waste, making finite resources last longer and helping to reduce pollution. We achived Gold in the University of Bristol Green Impact Awards in 2011 and have maintained this standard.

We aim to:

· Reduce our usage of paper, printing and postage

· Be energy efficient in the use of our offices

· Reduce waste and recycle

· Promote green alternatives to business travel eg skype, videoconferencing, webinars

· Promote the most sustainable travel option. 


 

Sustainable Travel Policy

Staff travel must be agreed with the Dean.

Consideration will first be given to the need to travel versus other sustainable options such as telephone calls or video-conferencing, whilst ensuring the delivery of core services.

The most sustainable option, including safety considerations, will be given priority wherever possible and appropriate, based on the hierarchy below.

Walking

Cycling

Bus/Coach/Train

Taxi/shared car

Single occupancy car

Air Travel

Where it is not possible to make the return journey in one day using a sustainable mode of travel, overnight accommodation can be provided. Rail, bus or coach travel should be the preferred mode for any long distance journeys within mainland UK. Where public transport is not feasible, car sharing will be promoted, for both ourselves and our customers/students. A car share facility is available with our online course booking system.

Air travel by plane should only be approved where use of more sustainable modes of travel would incur excessive time, cost or logistical implications. When looking at alternatives to air travel, consideration should be given to total door to door journey times, rather than just the time spent in the air compared to travel by other means. Consideration should also be given to the potential business value of rail travel in terms of the opportunity it provides for uninterrupted work.


Complaints Procedure

How we handle your complaints, and advice on how to complain about a course or the service provided by PGDE.

Please provide us with as much detail as you can to help us investigate your complaint:

  • say what the problem is
  • say what you want to happen
  • provide information on any relevant communication with us on the subject, including, for example, any reference numbers on letters or emails, and the times and dates of any conversations
  • address your complaint to the person responsible if you have their name

How we treat your complaints

When we receive a complaint, we will immediately refer it to an appropriate staff member who will then carry out an investigation.

We will reply in writing, or by telephone, within 15 working days from when we receive your complaint. If it is not possible for us to fully respond to you within this time, we will let you know and tell you what we are doing to deal with your complaint, when you can expect the full reply and from whom.

We will always acknowledge where things could have been done better and tell you what we will do to avoid the same thing happening again. Equally, if we don’t agree with your complaint, we will let you know why.

What to do if you aren’t satisfied

The full reply to your complaint will include details of who to contact next if you think we haven’t dealt with it properly. This will normally be an appropriate senior departmental official.

We aim to:

  • respond to your letters and emails (including complaints) within 15 working days,
  • give you a response from the person best placed to answer your questions or provide the advice you need
  • be as polite, clear and helpful as possible
  • encourage you to give us feedback on our service so we can improve it.