It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. ELS Tutoring and Educational Services takes concerns seriously and will make every effort to resolve the matter as quickly as possible.
If you have any difficulty discussing a concern with a particular member of staff, we will respect your views and arrange for you to discuss with another staff member. Similarly, if the member of staff directly involved feels unable to deal with a concern, they will refer you to another staff member. The member of staff may be more senior but does not have to be. The ability to consider the concern objectively and impartially is more important.
We understand however, that there are occasions when people would like to raise their concerns formally. In this case, ELS Tutoring and Educational Services will attempt to resolve the issue internally, through the stages outlined within this complaints procedure.
Complaints about child protection matters are handled under our child protection and safeguarding policy and in accordance with relevant statutory guidance.
If you have serious concerns, you may wish to contact the local authority designated officer (LADO) who has local responsibility for safeguarding or the Multi – Agency Safeguarding Hub (MASH).
Barbara Piddington, Fiona Armfield & Shona McMinn.
HCC Safeguarding Unit
01962 876364
child.protection@hants.gov.uk
At each stage in the procedure, ELS Tutoring and Educational Services wants to resolve the complaint. If appropriate, we will acknowledge that the complaint is upheld in whole or in part. In addition, we may offer one or more of the following:
• an explanation
• an admission that the situation could have been handled differently or better
• an assurance that we will try to ensure the event complained of will not recur
• an explanation of the steps that have been or will be taken to help ensure that it will not happen again and an indication of the timescales within which any changes will be made
• an undertaking to review school policies in light of the complaint
• an apology.
If a complainant wants to withdraw their complaint, we will ask them to confirm this in writing
A concern or complaint can be made in person , in writing or by telephone. They may also be made by a third party acting on behalf on a complainant, as long as they have appropriate consent to do so. For ease of use, a template complaint form is included at the end of this procedure. If you require help in completing the form, please contact the Business Manager at ELS Tutoring and Educational Services. You can also ask third party organisations like the Citizens Advice to help you.
In accordance with equity law, we will consider making reasonable adjustments if required, to enable complainants to access and complete this complaints procedure. For instance providing information in alternative formats, assisting complainants in raising a formal complaint or holding meetings in accessible locations.
In the first instance, the matter should be discussed with a member of staff. They will work with you to clarify the issue, investigate if necessary and report directly back to the parents. The concern will be shared with the Director and an internal record stored in line with GDPR.
Stage 1 – Formal complaints must be made to the Business Manager. This may be done in person, in writing (preferably on the Complaint Form), or by telephone.
The Business Manager will record the date the complaint is received and will acknowledge receipt of the complaint in writing (either by letter or email) within 1 school day.
Within this response, the Business Manager will seek to clarify the nature of the complaint, ask what remains unresolved and outcome the complainant would like to see. The Business Manager can consider whether a face to face meeting is the most appropriate way of doing this.
During the investigation, the Business Manager will:
• If necessary, interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish
• Keep a written record of any meetings/interviews in relation to their investigation
At the conclusion of their investigation, the Business Manager will provide a formal written response within 5 school days of receipt of the complaint.
If the Business Manager is unable to meet this deadline, they will provide the complainant with an update and revised response date.
The response will detail any actions taken to investigate the complaint and provide a full explanation of the decision made and the reason(s) for it. Where appropriate, it will include details of actions ELS Tutoring and Educational Services will take to resolve the complaint.
The Business Manager will advise the complainant of how to escalate their complaint should they remain dissatisfied with the outcome of Stage 1.
If the complaint is about the Business Manager, the Director will be appointed to complete all the actions at Stage 1.
If the complainant is dissatisfied with the outcome at Stage 1 and wishes to take the matter further, they can escalate the complaint to Stage 2 – a meeting with the Director. This is the final stage of the complaints procedure.
A request to escalate the complaint to Stage 2 must be made within 3 school days of receipt of the Stage 1 response.
The Director will record the date the complaint is received and acknowledge receipt of the complaint in writing (either in writing or email) within 1 school day. Requests, received outside of this time frame will only be considered if exceptional circumstances apply.
The Director will write to the complainant to inform them of the date of the meeting. They will aim to convene a meeting within 5 days of receipt of the Stage 2 request. If this is not possible, the Director will provide an additional date that is mutually convenient for both parties. The Director will consider the complaint and any evidence provided and will either
• Uphold the complaint in whole or part
• Dismiss the complaint in whole or part
If the complaint is upheld in whole or in part, the committee will:
• Decide on the appropriate action to be taken to resolve the complaint
• Where appropriate, recommend changes to the provision’s systems or procedures to prevent similar issues in the future.
The Director will provide the complainant with a full explanation of their decision and the reason(s) for it, in writing, within 2 school days.
The response will also advise the complainant of how to escalate their complain should they remain dissatisfied.
If the complainant believes ELS Tutoring and Educational Services did not handle their complaint in Page 5 of 8 accordance with the published complaints procedure or they acted unlawfully or unreasonably in the exercise of their duties under education law, they can contact the Department for Education after they have completed Stage 2.
The Department for Education will not normally reinvestigate the substance of complaints or overturn any decisions by ELS Tutoring or Educational Services. They will consider whether ELS Tutoring and Educational Services has adhere to education legislation and any statutory policies connected with the complaint.
The complainant can refer their complaint to the Department for Education online at: www.education.gov.uk/contactus, by telephone on: 0370 000 2288 or by writing to:
Department for Education
Piccadilly Gate
Store Street
Manchester
M1 2WD