Complaints Procedure

We take very seriously our responsibility to ensure the safety of our students and the quality service we deliver.


We are confident that we are providing a high-quality service and would be extremely disappointed if this is not the case. However, it is important that, should you feel you have encountered a level of service that is below both your own and our expectations, you raise any concerns you may have with us immediately so that we may address them and learn lessons.



All our staff have been trained to help our customers, so you should first try to resolve any problems (at the earliest opportunity) by speaking to the person who dealt with you. If they cannot help or you wish to speak to someone else, you can ask to speak to Amanda Isard.


If this is not possible, or if you are not satisfied with the help provided, please send a written complaint, normally within one month of the event that you are complaining about. Amanda Isard will investigate your complaint and reply within 20 days.


Confidentiality and Whistleblowing 

Sometimes a complainant will wish to remain anonymous. It is always preferable to reveal your identity and contact details to us. However, if you are concerned about possible adverse consequences, please inform us that you do not wish for us to divulge your identity. 


While we are prepared to investigate issues that are reported to us anonymously and/or by whistleblowers, we shall always try to confirm an allegation by means of a separate investigation before taking up the matter with those the complaint/allegation relates. 


Should you wish to make an anonymous report that you believe we have put the safety and welfare of a student at risk, please e-mail Lisa Thornton who acts as our independent, Designated Safeguarding Officer. Lisa will undertake an independent investigation, where appropriate.







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