Complaints Policy
Teaching Tomorrow is committed to providing a high-level service to our customers and clients. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards. We ensure that making a complaint is as easy as possible and we treat complaints as a clear expression of dissatisfaction with our services, calling for immediate action to be taken.
Complaints Procedure
If you have a complaint, please contact your consultant by phone 01234 953013 in the first instance so that we can try to resolve your complaint informally.
If your complaint concerns Teaching Tomorrow’s handling of your personal data, or the personal data of an individual you represent, you may raise it under this procedure. We will acknowledge any data-protection complaint within 30 days of receiving it. We will investigate the complaint in line with this procedure and aim to provide an outcome without undue delay.
At this stage, if you are not satisfied, please contact Stephen Belcher. You can write to him at: Teaching Tomorrow, Bedford Heights, Brickhill Drive, Bedford, MK41 7PH.
Next steps
We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.
We will record your complaint in our central register within a day of having received it.
We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 days of your reply.
We will then start to investigate your complaint. This will normally involve the following steps:
We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.
Stephen Belcher will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 5 days of the end of our investigation.
Within 2 days of the meeting Stephen Belcher will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Stephen Belcher will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.
At this stage, if you are still not satisfied you can write to us again. Another Director of the company will review Stephen Belcher’s decision within 10 days.
We will let you know the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can write to the REC, our trade association, marked for the attention of the Consultancy and Compliance Team, REC, 20 Queen Elizabeth Street, London, SE1 2LS. Alternatively, you can contact the Fair Work Agency, the government authority responsible for enforcing certain agency worker rights, by calling 0345 161 6000.
If we have to change any of the time scales above, we will let you know and explain why.
NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.
