AA EDUCATES

Complaints Policy

Important Contacts

Complaints Manager: Sasha James (complaints@aaeducates.com/ 02071013290
C.E.O & Programme Director: Andrine Allen
(andrine@aaeducates.com)
Executive Director: Naithan Hilaire (naithan@aaeducates.com)

 

Anyone with concerns about the welfare of a child on an AA Educates programme can contact the DSL.
ALTERNATIVELY, they can contact the school safeguarding lead, the relevant local council
Children Services or the NSPCC Helpline: 0808 800 5000 (24 hours) or email
help@nspcc.org.uk.

If a child is in immediate danger, call the Police on 999.

Complaints Policy for AA Educates

At AA Educates, we are committed to providing a high-quality service and fostering an environment of trust, transparency and respect. We value feedback and take all complaints seriously, using them as an opportunity to improve our services. This policy outlines how we handle complaints to ensure they are resolved promptly and effectively.

Scope
This policy applies to all stakeholders, including students, parents, employees, and partners, who may wish to raise concerns about any aspect of AA Educates’ operations.

Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether justified or not, about any aspect of our services, staff, or processes.

Principles
We are guided by the following principles when handling complaints:

Transparency: The complaints process is clear and accessible to all stakeholders.

Confidentiality: All complaints are handled with discretion and personal information is protected in line with data protection regulations.

Fairness: All complaints are treated impartially, ensuring that no one is disadvantaged for raising a concern.

Responsiveness: Complaints are acknowledged promptly and addressed within a reasonable timeframe.

Continuous Improvement: Feedback from complaints is used to improve our practices and prevent similar issues in the future.

Complaints Process
Step 1: Informal Resolution
We encourage stakeholders to raise concerns informally in the first instance. Many issues can be resolved quickly by speaking directly to the relevant staff member or department.

Step 2: Formal Complaint
If the issue is not resolved informally, a formal complaint can be submitted in writing to 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX.

The complaint should include:

The complainant’s name and contact details.

A clear description of the issue.

Any relevant supporting evidence or documentation.

Step 3: Acknowledgment
AA Educates will acknowledge receipt of the formal complaint within five working days and provide a reference number for tracking.

Step 4: Investigation
The complaint will be investigated by a designated team or individual who is not directly involved in the issue. The investigation process may include:

Reviewing all relevant documentation.

Speaking to the complainant and any other relevant parties.

Assessing the circumstances surrounding the complaint.

Step 5: Resolution
The outcome of the investigation will be communicated to the complainant within 20 working days. If additional time is needed, the complainant will be informed of the reason for the delay and the revised timeline. The resolution may include:

An explanation or apology.

Corrective action to address the issue.

Steps to prevent recurrence.

Step 6: Appeal
If the complainant is unsatisfied with the outcome, they may appeal in writing within 10 working days of receiving the decision. A senior member of AA Educates will review the appeal and a final decision will be communicated within 15 working days.

Recording and Monitoring
All complaints are recorded in a complaints log, including the nature of the complaint, actions taken and the resolution. This log is reviewed regularly to identify patterns and areas for improvement.

Review of Policy
This policy is reviewed annually to ensure it remains effective and aligned with best practices. Feedback from stakeholders is welcome to improve the complaints-handling process.

 

Contact Details

For any questions or to submit a complaint, please contact us at:
Email: complaints@aaeducates.com
Postal Address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX
Phone: 0207 101 3290

Policy Approval

The leadership team at AA Educates has approved this policy
and is effective as of 24th April 2024.

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