Complaints Policy

At Victoria English School, we are committed to providing a high standard of education and services to all our students. We value feedback and encourage students to share their concerns or complaints so that we can continuously improve. This policy outlines the process for making a complaint and how we will respond.

1. Purpose of the Complaints Policy

This policy aims to provide a clear and fair process for students to make complaints about any aspect of their experience at Victoria English School. We aim to address and resolve complaints promptly and professionally.

2. Making a Complaint

If you have a complaint or concern, we encourage you to raise it as soon as possible. You may make a complaint in writing or by email to the Student Services Department at:
Email: admin@victoriaschool.uk

Please provide as much detail as possible, including:

• The nature of the complaint
• Relevant dates, times, and locations
• Any supporting evidence or documentation
• Your contact details

3. Initial Resolution

In many cases, we can resolve complaints informally. If your complaint is straightforward, our staff will aim to address it immediately. If the issue can be resolved on the spot, we will make every effort to do so.

4. Formal Complaint Process

If your complaint cannot be resolved informally, you may proceed to the formal complaint process.

• Step 1: Once we receive your formal complaint, we will acknowledge receipt within 5 working days.
• Step 2: We will investigate the matter thoroughly. This may involve reviewing documentation, speaking with relevant staff members, and gathering any other necessary information.
• Step 3: You will be informed of the outcome of the investigation and any actions we will take, typically within 10 working days.

5. Escalation of Complaints

If you are not satisfied with the outcome of the formal complaint procedure, you may escalate the complaint to the School Principal or Director. The Principal or Director will review the matter and, if necessary, suggest further actions.

6. Confidentiality

All complaints will be treated with the utmost confidentiality. Only individuals who need to be involved in the investigation will be informed of the details of the complaint. We will protect your privacy and ensure that no one is disadvantaged by making a complaint.

7. Non-Retaliation

We assure all students that making a complaint will not result in retaliation or discrimination. Everyone has the right to express concerns in a safe and respectful environment.

8. Continuous Improvement

At Victoria English School, we treat complaints as an opportunity for improvement. We regularly review the feedback from students to ensure that we maintain high standards and continuously enhance the student experience.

Contact Information
Email: admin@victoriaschool.uk

We appreciate your cooperation in following this process and welcome your feedback.