TODO: solicitor review required. This document is a template written for a UK education business. Have it reviewed by a qualified solicitor before launch, and remove this notice once approved.
Our approach
We want to get things right, and when we don't, we want to know. This procedure applies to complaints about Kelden Education Group Ltd and all of its brands. Making a complaint will never affect the way a pupil is treated.
Safeguarding concerns are not handled through this procedure. Please follow our safeguarding statement so the concern reaches our Designated Safeguarding Lead immediately.
Stage 1: Tell the brand
Most concerns can be sorted out quickly by talking to the team at the brand you work with. Please raise your concern with them first, by email or phone. They will aim to resolve it within [TODO: e.g. 5 working days].
Stage 2: Formal complaint to Kelden
If you are not satisfied, or would prefer not to raise it with the brand, make a formal complaint to Kelden in writing:
- hello@keldeneducation.co.uk (subject: Complaint)
- Post
- Complaints, Kelden Education Group Ltd, [TODO: registered office address line 1], [TODO: town], [TODO: postcode], United Kingdom
Please include:
- your name and contact details, and the pupil's name if relevant;
- which brand and service the complaint relates to;
- what happened, when, and who was involved;
- what you would like us to do to put it right;
- copies of any relevant documents, such as invoices or emails.
We will:
- acknowledge your complaint within [TODO: e.g. 3 working days];
- investigate it fairly, speaking to the people involved;
- send you a full written response within [TODO: e.g. 15 working days], explaining what we found and what we will do. If we need longer, we will tell you why and when to expect a reply.
Stage 3: Review by a director
If you are unhappy with our response, you can ask for it to be reviewed by a director of Kelden Education Group Ltd who was not involved in the original decision. Please do so within 28 days of our Stage 2 response. The director will reply in writing within [TODO: e.g. 15 working days]. This is our final response.
If you are still not satisfied
If our final response does not resolve your complaint, you can get free, impartial advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133). Complaints about how we handle personal data can be made to the Information Commissioner's Office. You may also have the right to take your claim to court.
[TODO: if you join a trade body or alternative dispute resolution (ADR) scheme, for example The Tutors' Association, name it here.]
Records
We keep a record of every formal complaint and its outcome for 6 years, and review complaints regularly to improve our services. Complaint records are handled in line with our privacy policy.