Complaints

At Wharf Education, we are committed to providing the highest quality of service. We value your feedback and see all complaints as an opportunity to improve. This procedure outlines the steps you can take to formally raise a concern.

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1. Our Complaints Procedure

Our complaints procedure is designed to ensure all concerns are handled fairly, promptly, and confidentially. We encourage you to first seek an informal resolution, but if you are not satisfied, you may proceed to a formal complaint.

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2. Step 1: Informal Resolution

In many cases, issues can be resolved quickly by speaking directly with the person or department involved. We encourage you to discuss your concern with a member of our staff to see if a resolution can be found without a formal process.

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3. Step 2: Formal Complaint

If an informal resolution is not possible or appropriate, you may submit a formal written complaint. Your complaint should include the following information to help us investigate it thoroughly:

• Your full name and contact information.
• A detailed description of your complaint, including relevant dates and times.
• The names of any staff members involved.
• Any previous attempts to resolve the issue.
• The outcome you are seeking.

Formal complaints should be sent via email or post to the contact details provided below.

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4. Step 3: Appeal

If you are not satisfied with the outcome of the formal complaint, you may submit a written appeal. The appeal should be addressed to our management team and include the reasons why you disagree with the decision and any new information that may be relevant to the case.

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5. Contact Us

To submit a formal complaint or for any questions regarding our complaints procedure, please use the following contact details: