• Complaints Policy

Complaints Policy

Complaints Handling Policy

Red Ensign Ltd is committed to providing a high-quality service to all our students. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

In the first instance please come and talk to us as we can usually respond and resolve problems very quickly but only if we know about them!

There may be a situation where you have a complaint that you feel has not been resolved to your satisfaction and you decide should be presented to us in a more formal way. If this is the case, then please provide us with all the details in writing and we deal with it in the following manner:

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our Quality Assurance Manager, who will review your complaint and speak to the relevant members of staff.

3. You will then be invited to attend a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, we will write to you to confirm what took place and any solutions that have been agreed.

5. If you either do not want a meeting or it is not possible for you to attend a meeting, we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Managing Director, to review our findings or decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.