Complaint process explained

All of our centres are audited regularly to ensure they meet our high standards. However, from time to time (and despite our best efforts) people and systems don’t always operate correctly or as we expect.

If you experience problems with your centre, please follow their complaints procedure. This is a necessary ‘first step’ and will often resolve the issue.

If it doesn’t, or you don’t receive a response, please contact us for help.

We always try to resolve things informally in the first instance. If a resolution cannot be agreed at this stage, we ask both you and the centre to provide evidence of the steps taken to date.

The easiest way to do this is to download a copy of our complaints form here. Be sure to include all details and copies of evidence/correspondence you have had with the centre – for example, emails, letters, details of phone calls, etc.

When we get the completed form back the complaint is allocated to an appropriate member of staff who then leads the investigation. We let you know who that is within 48 hours of receipt.

The evidence and details submitted are then reviewed. We may get in touch with you during the process if we need further clarification or more information.

Investigation is usually completed within 5 working days. If your complaint is more complex, or involves people who are unavailable at the time, it can sometimes take a little longer.

However, it shouldn’t extend beyond a further 5 working days (i.e., 10 working days in total). Should this become necessary, we’ll always let you know and explain why if so.

At the end of the investigation, we communicate the outcome in writing or by email. We include details of any decisions reached, and/or actions taken to resolve your complaint.

Such decisions or actions are final.

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