Complaints Policy

Purpose

From time-to-time, despite its greatest efforts, The Teaching School Ltd (the “Company”), also known as Milestone Education, may receive complaints. This policy is designed to highlight the importance of consistently handling complaints in a positive and productive manner.

The Company recognises that it must handle each complaint promptly and fairly in line with the principle of fair treatment of customers.

Scope

The procedures and principles set out herein must be followed at all times by the Company and all its employees, agents, contractors, consultants, temporary staff, casual or agency staff, or other suppliers or data processors (hereafter referred to as “Staff”) working for or on behalf of the Company.

Receiving a complaint

Staff should promptly report any complaints to Charlie McGarry. Failure to report a complaint will be cause for corrective action, up to and including dismissal. Oral complaints should document what the complaint is, and a written document should also be submitted when reporting the complaint. If there are any complaints involving Charlie McGarry, this should be directed to Chantelle Brophy.

Complaints investigation

Chantelle Brophy is responsible for the investigation and resolution of any client complaints. The Company will assess any complaint made towards it fairly, consistently, and promptly, and fully document the complaint and the solution. When a complaint is received, the Company will respond to the complainant to acknowledge it has successfully received the complaint and that it will be dealt with promptly.

The Company will then assess the complaint to determine whether it has merit. If the complaint is found to have merit, an investigation process will be undertaken. If the investigation reveals culpability of any kind, it will take appropriate action consistent with applicable laws, regulations and Company policies and procedures. The Company will maintain records relating to all complaints and their resolution.

Complaint record keeping

Complaints will be recorded and stored for a period of 7 years.

Details recorded will include:

• All documents and written communication relevant to the client complaint.
• Written summaries of any internal conversation concerning the client complaint.
• Written summaries or audio recording of any telephonic conversations about the complaint with the client.
• Documentation and summary of the resolution of the complaint.

Responding to the complaint

The Company’s response to the complaint will include an explanation of the assessment, where it was determined that remedial action was appropriate, the response will detail the action that will be undertaken. The response should also include instructions on how to escalate the complaint if the individual is not satisfied with the response or how the complaint has been handled. We will respond to a complaint within 15 working days. We will resolve within an appropriate timeframe in line with the nature of the complaint.

If you wish to raise a complaint, please contact us by phone on … or by email at ….

Policy governance

Responsibility for the Complaints Policy rests with Rikki Hart. Duties include but are not limited to:

• Ensuring that all staff in scope and appropriate external parties have read and confirmed their acceptance of the latest version of this policy.
• Monitoring for legal, regulatory or industry best practice developments in relation to this policy.
• Coordinating with senior management, IT, and legal counsel to communicate and review issues related to this policy.
• Reviewing and updating this policy at least every 6 months, in order that it remains fit for purpose.