As an organisation, we are committed to providing a high-quality service to our clients by exceeding their expectations.
To be the trusted partner in education support services, enabling you to achieve the best outcomes for children and young people.
To continually provide the best levels of service, we have guidelines to ensure excellence in our delivery. We deliver a wide range of services to schools, academies and MATs and aim to deliver and develop new services to meet our clients’. Improving client care and setting clear standards is a key part of our vision.
We always welcome your feedback and ideas about our complete range of services and the teams that provide them. To send us a compliment you can complete our online compliments form.
Client Formal Complaints Policy
We are committed to providing a high-quality service and endeavour to carry out our work on behalf of all clients in a prompt, efficient and professional manner. If you have any queries or concerns, we encourage you to raise these as soon as possible with the team member responsible for your service delivery in the first instance.
If a situation arises whereby your point of contact for the service may be unable to resolve the issue to your satisfaction, we would encourage you to use our formal complaints procedure.
What do we regard as a complaint?
We will deal with a complaint in a way that:
How we deal with complaints
Our policy and flow chart are intended provide guidance in situations where clients feel that the service, they have received is unsatisfactory. Resolving small problems or areas of concern as they arise will often prevent escalation of the problem, which could prove difficult to resolve later. Clients are encouraged to raise any issues of dissatisfaction at an early stage so that they can be dealt with effectively.
How to make a complaint
If you would like to make a formal complaint, please complete this online complaints form.
To help us to understand your complaint, please tell us:
We will send an acknowledgment within 24 working hours of receipt of your complaint, enclosing a copy of our complaints procedure
We will investigate your complaint, which will usually involve:
What else do you need to know?
We may need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time, this will be determined by the nature of your complaint and the type of additional information we may ask you to provide. We may also, if appropriate, invite you to a meeting or arrange a telephone call to discuss your complaint.
Within 7 days of receipt of your complaint, the Head of Service will advise you in writing or arrange a meeting to discuss the outcome of our investigation, informing you of what we have done or what we propose to do to resolve your complaint.
If the Head of Service is unable to give a substantive response within this timescale, they will contact you to explain the reason why and set out the timescale within which you should expect a substantive response.
Should you not be satisfied with outcome of our investigation, your complaint will be escalated to Strictly Education’s Executive Leadership team who will make contact with you and attempt to resolve the complaint.