1. What this covers
Any concern about our programmes, teaching, admissions, facilities, staff, communication, fees or service, including the conduct of an education agent representing us.
You can complain if you are an applicant, a current or former learner, a sponsor, or a visitor. An agent or family member can complain on a learner's behalf with the learner's written consent.
Data protection concerns can also be raised directly with the Information Commissioner's Office. See section 7.
2. Stage 1, early resolution
Speak to the person concerned, your tutor, or email info@educere.uk.com. Most matters are resolved at this stage. We aim to respond within 5 working days.
Please raise a concern within 3 months of the event, so we can look into it while the facts are fresh.
3. Stage 2, formal complaint
If the matter is serious, or Stage 1 did not resolve it:
- Email info@educere.uk.com with "Formal complaint" in the subject line, or write to Educere Academy, Swan House, 146 to 147 St Helens Road, Swansea, SA1 4DE
- Include your name and reference, what happened and when, who was involved, what you have already tried, and the outcome you want
- Do not send passports, medical records or other sensitive documents unless we have confirmed a secure route
We will acknowledge within 5 working days, telling you who is handling it, investigate fairly, and give a written response within 20 working days. If we need longer we will explain why and give a new date, normally no more than a further 10 working days.
The response will set out the issue considered, the evidence reviewed, our decision and reasons, any action or remedy, and how to request a review.
4. Stage 3, internal review
If you believe the process was flawed, the decision was unreasonable on the evidence, or important information was missed, ask for a review within 10 working days of the Stage 2 response, explaining which ground applies.
The review is carried out by a director who was not involved in the original decision. Reviews are completed within 20 working days.
This is the final stage of our internal process.
5. Support and accessibility
Tell us if you need the process or our response in another format, if you would find it hard to put your concern in writing, or if you would like to bring a friend or supporter to a meeting. We can take a complaint verbally and write it up for you to confirm.
6. Anonymous complaints and fair use
We consider anonymous complaints and act where we can, though we may be unable to investigate fully or report back.
We treat complainants with respect and expect the same in return. In rare cases of abusive or persistently unreasonable behaviour we may restrict how contact is made. We will explain why in writing and will still deal with the substance of the complaint.
7. If you are still not satisfied
Educere Academy does not currently subscribe to an alternative dispute resolution scheme, so our internal review is the final stage of our own process. Your legal rights are unaffected and you may pursue a matter through the courts.
Educere is not registered with the Office for Students, so the Office of the Independent Adjudicator does not cover complaints about us.
Other sources of help:
- Data protection. Information Commissioner's Office, ico.org.uk, 0303 123 1113
- Consumer matters. Citizens Advice consumer service, 0808 223 1133
- Equality matters. Equality Advisory and Support Service, 0808 800 0082
8. Records and learning
We keep a confidential record of every formal complaint for 6 years, handled in line with our privacy notice. We review complaints annually to identify patterns and improve what we do.
9. Contact
- Email: info@educere.uk.com
- Telephone: +44 7424 000471
- Post: Educere Academy, Swan House, 146 to 147 St Helens Road, Swansea, SA1 4DE