Service Level Agreement
Our commitment to you
Whist it is our intention to provide the number of taught weeks advertised, a lesser number of weeks may be delivered due to unforeseen circumstances, for example, inclement weather or staff sickness. Wherever possible we will reschedule cancelled sessions. Occasionally this will be on an alternative night. We undertake to deliver a minimum of 90% of lessons.
Where a class falls on a Bank Holiday or College Open Evening, the class will be rescheduled to run at either the end of the course or on an alternative night.
Should a course have insufficient numbers to make it financially viable to run, we will inform students prior to the planned start date and issue a full refund.
The commitment that we ask of you
In the event of your own sickness, holiday, or other absence, we ask that you notify us as soon as possible by emailing firstname.lastname@example.org
For recreational courses, we ask that you attend a minimum of 70% of the sessions. If you’re attendance drops below this we will contact you to review whether it is appropriate for you to continue, taking into account your needs and the needs of the class as a whole.
For qualification courses, we ask that you attend a minimum of 80% of the sessions. If you have an unexplained absence of two weeks or your attendance falls below 80% we will contact you to discuss your attendance. We are required to withdraw you should your attendance fall below 70% or you miss three consecutive weeks. In such circumstances we reserve the right to withdraw you from the course without a refund.