Complaints Policy

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At AccessEDU CIC, we view complaints as a valuable opportunity to learn, improve, and strengthen the quality of our services. Complaints provide an important mechanism for raising concerns and, where possible, resolving issues in a fair and constructive way.

We are committed to handling complaints openly, sensitively, and professionally.

The objectives of this Complaints Policy are to:

• Provide a fair, transparent, and accessible procedure for anyone wishing to raise a concern
• Ensure the complaints process is clearly communicated and easy to follow
• Ensure all AccessEDU staff, tutors and volunteers understand how to respond to complaints
• Investigate complaints thoroughly, impartially, and in a timely manner
• Resolve complaints wherever possible and restore positive working relationships
• Use feedback from complaints to inform learning and service improvement

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of AccessEDU’s work, services, or conduct.

Complaints may be made by:

• Parents or carers
• Students (via parents/carers where appropriate)
• Schools or partner organisations
• Volunteers or staff
• Members of the public with a legitimate interest in AccessEDU’s activities

Complaints can be submitted:

• Verbally
• By email
• In writing

All complaints will be handled sensitively and in line with data protection requirements. Information will only be shared with individuals directly involved in addressing the complaint.

• All complaints will be acknowledged within five working days of receipt
• Complaints will be investigated fairly and impartially
• We aim to provide a response and, where possible, a resolution in a timely manner
• Where appropriate, actions will be taken to prevent similar issues from occurring again

AccessEDU treats all complaints confidentially. Personal data will be handled in accordance with our Privacy Policy and applicable data protection legislation.

We use feedback from complaints to reflect on our practice and improve the quality of our services.

This policy is reviewed regularly to ensure it remains effective and appropriate.

Written complaints should be submitted to:

AccessEDU CIC
729 Capability Green
Luton
LU1 3LU
United Kingdom

Email: enquiries@access-edu.org.uk