Complaints Policy

1. Our commitment

EDU Archives Tutors is committed to providing a high-quality service to schools, families, candidates and partners. When we get something wrong we want to know — and to put it right — quickly and respectfully. This policy sets out how to make a complaint and what to expect.

2. What is a complaint

A complaint is any expression of dissatisfaction about EDU Archives Tutors' service, conduct, communication or decision-making. Complaints can be made by:

• Parents and students who have used our tutoring service
• Schools, trusts and other institutions who have used our staffing service
• Candidates registered with us (teachers, support staff, tutors)
• Third parties and members of the public who have interacted with us

3. How to complain — Stage 1

In the first instance, raise your concern directly with the consultant or team you've been dealing with. Most complaints are resolved quickly at this stage by a phone call or email exchange.

If you'd prefer to escalate immediately, contact us by:

• Email: info@eduarchivestutor.com (please put COMPLAINT in the subject line)
• Phone: +44 7899 729076
• Letter: EDU Archives Tutors, Birmingham, West Midlands, United Kingdom

4. How we handle complaints

We commit to:

• Acknowledging your complaint within one working day
• Investigating fairly, fully and confidentially
• Aiming to resolve straightforward complaints within ten working days
• Giving you a written response setting out our findings and any action we'll take
• Telling you how to escalate if you're not satisfied

5. Stage 2 — formal review

If you're not satisfied with the Stage 1 response, request a formal review by the Director of Operations. The review will be conducted by someone not involved in the original handling. The Director will respond in writing within 15 working days.

6. Stage 3 — external escalation

If you remain dissatisfied after our internal process, you have external escalation options:

• Employment Agency Standards Inspectorate (EAS) — for complaints relating to recruitment regulation (Conduct of Employment Agencies Regulations 2003)
• APSCo — for complaints relating to industry standards and ethical practice
• Information Commissioner's Office (ICO) — for complaints relating to data protection (see Privacy Policy)
• Police or LADO — for complaints involving safeguarding concerns
• Citizens Advice — for consumer rights complaints
• Small Claims Court — for unresolved disputes about money

7. Anonymous complaints

We accept anonymous complaints and will investigate them where it is possible to do so. We may be limited in what we can investigate or feed back if the complainant cannot be contacted.

8. Learning and record-keeping

All complaints are recorded, anonymised, and reviewed monthly by the leadership team. Trends are used to drive service improvement. Complaints data is shared with our compliance committee and forms part of our annual policy review.

9. Confidentiality

Complaints are handled confidentially. Information is shared only with those who need it to investigate and resolve the complaint. Where the complaint relates to a safeguarding concern, normal safeguarding reporting obligations apply.