EdPlace views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. Informal concerns raised will be handled following the same processes as in this policy, with the aim of resolving issues at the earliest opportunity. The Management Team may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a member of staff should not be investigated by that member of staff.
If you feel you have a complaint, you should first approach our Customer Support Team by emailing [email protected]. The assigned Customer Success Executive will supervise the investigation of your complaint. Depending on the nature of your complaint, the investigation may include us examining your account (for example, activity completions, account usage, etc.) and reviewing the lesson recordings of tuition sessions which we store for safeguarding and compliance. We aim to resolve issues within 2 working days wherever possible. If the situation is not resolved by the Customer Success Executive, the complaint will be passed to the Customer Success Manager who will acknowledge the complaint in writing within 2 working days. The Customer Success Manager will follow up the complaint with the personnel involved and ensure a written response is sent within 5 working days. The Customer Success Manager will send a detailed reply to your complaint. This will include their suggestions for resolving the matter. They will do this within 5 working days of completing their investigation.
We’re committed to conducting our business with honesty and integrity and therefore take malpractice and wrongdoing very seriously and aim to prevent and eliminate any wrongdoing or malpractice within the organisation. If you have a concern related to our organisation’s activities where you have information which you reasonably believe may indicate a criminal offence (including child protection concerns), failure to comply with legal obligations, a miscarriage of justice, or other malpractices, we encourage you to raise any concerns you may have freely and without fear of suffering a detriment to enable us to eliminate and prevent wrongdoing or malpractice. If you are an EdPlace employee or supplier, please refer to the staff whistleblowing policy available on the internal file drive.
Complaints are reviewed on a regular basis to identify any trends which may indicate a need to take further action. Records of and personal data about complaints will be held after the complaint has been resolved, although the length of time will vary depending on the nature. It will then be destroyed or deleted. We may retain de-personalised information about complaints to help inform our service, but no individuals are identifiable from that data. Please refer to the EdPlace Data Retention Policy & Schedule here for the most accurate and up-to-date guidance in this area. This complaints procedure is reviewed and published on an annual basis.