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Complaints - Sales development
This page shows information for both the 'Departmental functions and objectives' class from the 'Operations and services' section and the 'Departmental working processes' class from the 'Policies and procedures' section of our publication scheme. You can follow these links to see other information in these classes and information for the other classes in these sections:

• Operations and services
• Policies and procedures

This also shows the procedure for handling any complaints received from customers of our webshop. This is part of the 'Departmental complaints procedures' class from the 'Complaints' section of our publication scheme. You can follow this link to see other information in this section:

• Complaints

The information describes the functions and objectives and working processes of the 'Sales Development' operational area of The Open University Worldwide and includes links to our procedure documents. You can find more information by visiting our webshop and our corporate web sites:

• Buy Open University Learning Resources
• The Open University Worldwide

You can also use this link to see how the 'Sales Development' operational area fits into the structure of The Open University Worldwide:

• Organisation diagram

Departmental functions and objectives
The Sales Development operational area is responsible for:

Product sales and customer services, including sales order processing and despatch
BBC and Broadcast
Development of new international partners and other overseas contacts
Promotional support to the company as a whole
Market research on behalf of the company or of the University
The development and maintenance of consultancy activity

The operational area is also responsible for our web shop and our corporate web site.

The objective of the webshop is to sell stand-alone products from OU courses.

The objective of the OU Worldwide Corporate website is to interest potential partners, broadcast buyers, footage buyers and international distributors in our products, as well as linking in to the webshop for individual product sales or product sales to educational establishments etc.

Departmental working processes
This document shows the procedure for handling individual requests for information under the Freedom of Information Act.

• Handling Requests for Information (23KB PDF)

Departmental complaint procedures
The 'Sales Development' operational area of the company may receive complaints from customers of our webshop.

Open University Worldwide is committed to providing high quality services. From time to time, these may not match your expectation as our customer, and in these circumstances we want to hear from you so that we can put things right. Your comments and complaints are an important source of information for maintaining and improving the standards of our service.

In the first instance, if you feel you have not received adequate service, you should contact the person who supplied the service, who will endeavour to rectify the problem.

If you are still dissatisfied with the response given and want to take the matter further, the procedure should be as described below.

Please write to Customer Complaints, Open University Worldwide Ltd, Michael Young Building, Walton Hall, Milton Keynes, MK7 6AA, giving details of the substance of your complaint, the sequence of events and references to any earlier correspondence. We will send you a letter of acknowledgement and say who will be dealing with the complaint. You should expect a response within 10 working days, either answering in full or giving a date by when a full answer will be given.

If, when you receive a full answer you consider the matter unresolved you should write to the Customer Services Manager at Open University Worldwide, outlining your complaint and attaching any information or correspondence that is relevant. You should expect a response within 10 working days.





This page was last updated on 15^th April 2005

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