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0117 325 1516 07940 069214 [email protected]

Date policy issued: 01/09/2025 
Date policy last reviewed: 01/09/2024 
This policy will be reviewed every 12 months (as a minimum)
Review due date: 01/09/2025 

Education People Ltd 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.

1. Complaints procedure

In the first instance, we ask for complaints to be resolved informally. Should this not be possible, complaints must be made formally in writing, by either an email or letter to Sally Norman Manager using the following details:

  • Address: Education People Ltd , Garden Suite, 23 Westfield Park, Bristol, BS6 6LT
  • Telephone number: 0117 325 1516
  • Email address: [email protected]  

Your complaint should contain the following information:

  • Your full name and contact details;
  • Explain the issue as clearly and fully as possible, including any action taken so far; and
  • Names of the employees, clients or customers involved; and the resolution sought. 

2. Next steps

We will record your complaint upon receiving it.

We endeavour to send you an acknowledgment of your complaint within 5 working days and confirm what will happen next. This will be communicated by either letter or email, depending on how the complaint was received. We will also let you know the name of the person who will be dealing with your complaint.

We will need to verify your identity and may request additional information/documentation from you.

We will then investigate your complaint. This will normally involve the following steps:

  • Reviewing your complaint;
  • Speaking with you;
  • Establishing the relevant facts;
  • Speaking to the person/s you have dealt with and any other relevant parties; and
  • We may request further information or documents from you as appropriate.

We will let you know of the outcome of this review within 10 working days of acknowledgement. However, if you have raised a request for access to information held about you on our system (“Subject Access Request”), we may take up to one month to respond to you, subject to the UK GDPR.

If we have to change any of the time scales above, we will let you know and explain why.
 

3. Appeals procedure

Stage 1 – Review by the Company Director

The Company Director:

  • Acknowledges receipt of the appeal within 5 working days
  • Review the full complaint file, investigation notes, correspondence, and outcome
  • Decide whether:
    • The original decision was fair and appropriate, or
    • Further investigation is require
  • A written response will be provided to the complainant within 15 working days of receiving the appeal.

Stage 2 – Escalation to APSCo

If the complainant remains dissatisfied after the internal appeal has been completed, they may escalate their complaint to APSCo (The Association of Professional Staffing Companies) for independent review.

APSCo will only consider a complaint after the agency’s internal procedure has been fully exhausted.

Contact details for APSCo(Association of Professional Staffing Companies)

APSCo’s role is to:

  • Review whether Education People Ltd followed proper complaint-handling procedures
  • Ensure the agency acted fairly, transparently, and within industry standards
  • Recommend further action or mediation if appropriate


4. Final decision

Once APSCo has reviewed the matter, their conclusion will be considered final.
Education People Ltd will cooperate fully with APSCo throughout the process and implement any recommendations made.