1. Purpose
This Complaints Policy explains how we handle complaints from students, parents, education partners, and other stakeholders. We are committed to providing a professional, fair, and transparent service and to resolving complaints promptly and effectively.
2. Scope
This policy applies to complaints relating to our student recruitment and education consultancy services, including:
• Advice and guidance provided by our staff.
• Communication with students and education providers.
• Application support services.
• Customer service.
• Any other services provided by our business.
3. Definition of a Complaint
A complaint is an expression of dissatisfaction about our services, whether made verbally or in writing, where the complainant expects a response or resolution.
4. How to Make a Complaint
Complaints can be submitted by:
• Letter
• Telephone
• In person
The complainant should provide:
• Full name and contact details.
• A clear description of the complaint.
• Relevant dates and supporting documents.
• The outcome they are seeking.
5. Complaint Handling Process
Stage 1 – Acknowledgement
• We will acknowledge receipt of the complaint within 2 working days.
Stage 2 – Investigation
• We will investigate the complaint fairly and impartially.
• We may contact the complainant for additional information if required.
Stage 3 – Response
• We aim to provide a written response within 10 working days.
• If additional time is required, we will inform the complainant of the reason and provide an expected response date.
6. Outcomes
Following our investigation, we may:
• Apologise where appropriate.
• Explain what happened.
• Correct any mistakes.
• Improve our procedures.
• Offer another appropriate resolution where justified.
7. Escalation
If the complainant is dissatisfied with our response, they may request a review by a senior manager within 10 working days of receiving our decision.
The senior manager will review the complaint independently and aim to respond within 10 working days.
8. Confidentiality
All complaints will be handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
9. Record Keeping
We will maintain records of complaints, investigations, outcomes, and actions taken. Records will be retained in accordance with our data retention policy.
10. Continuous Improvement
We regularly review complaints to identify trends and opportunities to improve our services, staff training, and procedures.
11. Contact Details
Complaints Officer
Business Name: Futurus Squared Limited
Email: info@myfuturus.com
Telephone: 07984184662
Postal Address: 66 Paul Street, EC2A 4NA
Policy Review
This policy will be reviewed annually or sooner if there are significant changes to legislation or business operations.
Complaints Policy
