Complaints Policy

1. Our approach

We aim to provide a high standard of service, but we recognise that sometimes things go wrong. We take all complaints seriously and want to resolve them fairly, promptly, and transparently.

2. How to make a complaint

Complaints can be made via our contact form, by email to [complaints@qededucationgroup.com or similar], or by phone. Please include your name, contact details, and as much detail as possible about the issue.

3. What happens next

1. Acknowledgement — we aim to acknowledge your complaint within [2 working days].
2. Investigation — a member of the team not directly involved will look into the issue and may contact you for further information.
3. Response — we aim to provide a full response within [10 working days]. If this isn’t possible, we will let you know why and give a revised timeframe.

4. If you’re not satisfied

If you remain unhappy with our response, you can ask for the complaint to be reviewed by [a senior manager / director]. Details of any relevant external ombudsman or regulator will be provided at this stage where applicable. [Pending review.]

5. Safeguarding-related complaints

Complaints involving the welfare or safety of a child are handled under our Safeguarding Policy and escalated to our Designated Safeguarding Lead immediately.