Customer Services Statement

The Society of Sales & Marketing is committed to providing a high quality support service for all our users from initial enquiry through to certification.

This statement will help us monitor our service to you and continually improve that service.

If you wish to comment on this statement or any service offered by the SSM, please contact us direct on info@ssm.org.uk or by post to:

Information Officer
The Society of Sales & Marketing
40 Archdale Road, East Dulwich
London SE22 9HJ.

Our offices are open 10.30am-5pm Monday to Friday, excluding bank holidays, to answer any queries.

Outside of these hours an answering service is available where all calls will be picked up the next working day.

Tel : +44 (0)845 643 6832 Fax :+44 (0)845 643 6834

What you can expect from The Society of Sales & Marketing:

We will:

• make the interests of candidates and other clients our priority
• offer qualifications in the full range of subject areas provided by SSM, with appropriate national accreditation and international recognition
• give prompt, helpful and friendly response to telephone and e-mail enquiries, normally within two working days
• answer telephone calls within four rings
• respond to written correspondence within seven working days, except requests for examination dates which we will prioritise according to the urgency of the appointment
• provide regular news updates on our website to keep you informed of all our latest guidance in all areas
• maintain full and accessible current information on our fees, and publish any changes according to the schedules set out in our literature
• give professional and individual advice where appropriate when you seek clarification prior to your own or your candidates’ examination
• support our teachers, candidates and centres through forward-looking syllabuses, publications and training
• include clear and simple guidance notes in all our syllabuses and centre handbooks
• notify candidates’ of examination dates and times at least three weeks before the examination dates
• have confidential and secure procedures for storing questions, written papers and blank certificates
• ensure that candidates have access to suitable local examination facilities
• ensue that candidates are examined by highly trained professional examiners who undergo Enhanced Criminal Record Bureau checks
• deal with financial transactions within two months
• make an initial response to complaints within seven working days
• dispatch confirmation of results to centres within the timeframes and through the methods announced in our syllabuses and supporting documents
• respond to formal appeals at three levels as detailed in our syllabuses, with an independent opinion at the third level
• spot check a sample of centres annually
• immediately investigate allegations of malpractice in relation to our examination system
• keep records of candidates’ achievements and respond to legitimate requests for these records
• comply with the UK Data Protection Act
• comply with all current relevant statutory legislation
• continue to ensure that we are committed to providing equality of opportunity and treatment for all, and that we will not unlawfully or unfairly discriminate directly or indirectly on the basis of gender, age, ethnic origin or disability in our dealings with candidates, their parents, teachers, examiners, representatives or stewards
• provide our clients and customers with the opportunity to comment on all aspects of our service by contacting us at any time
• to provide high quality information and services
• to treat all customers and potential customers courteously at all times being fair, polite, respectful and professional, regardless of age, gender, race, religion, sexual orientation or disability
• to consult our customers regularly to obtain feedback on our services and to use that feedback positively
• to act promptly and efficiently in our dealings with customers, being clear about what action will be taken and when
• to adhere to quality and procedural guidelines – they exist to ensure good practice and are for the benefit of both customers and staff
• to ensure our staff are skilled, motivated and have at their disposal the resources to work to a high standard
• to ensure that our staff adhere to our Code of Ethics which include customer focus, professionalism in all aspects of SSM’s work and commitment to SSM’s objectives

We ask SSM customers to:

• Treat staff courteously – at all times being fair, polite and respectful, regardless of age, gender, race, religion, sexual orientation or disability.
• Abide by SSM’s policies and procedures.
• Give us feedback and inform us of any difficulties they experience, when they arise.
• Remember that SSM will not accept abusive language or threats to its staff and will take appropriate action where these occur.
• If you are unhappy with the service you receive let us know