Uniserv Education Complaints Procedure

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At Uniserv Education, we are committed to providing the highest level of service to our clients. We value your feedback and take complaints seriously. This procedure outlines the steps to raise both informal and formal complaints to ensure your concerns are addressed promptly and effectively.

 

Step 1: Informal Complaints

If you have a concern or issue:

1. Contact the Relevant Staff Member

   • Speak directly to the staff member involved or a relevant team member to explain your concern.

   • Most issues can be resolved quickly through discussion.

2. Escalate to a Manager

   • If the matter is not resolved or you prefer to speak to someone else, request to speak with the department manager or supervisor.

   • They will listen to your concern, investigate, and work towards an immediate resolution.

Timeframe: Informal complaints are typically resolved within 2 working days.

 

Step 2: Formal Complaints

If your issue is not resolved informally, or you wish to make a formal complaint:

1. Submit Your Complaint in Writing

   • Email us at info@uniserveducation.com.

   • Include:

     • Your full name and contact information.

     • A clear description of your complaint.

     • Any supporting evidence (e.g., emails, documents).

     • The outcome you are seeking.

2. Acknowledgment of Receipt

   • We will acknowledge receipt of your complaint within 2 working days.

3. Investigation

   • Your complaint will be investigated by a senior member of staff or a designated complaints officer.

   • We may contact you for further information or clarification.

4. Resolution

   • A formal written response will be provided within 10 working days of acknowledging your complaint.

   • If more time is required, we will inform you and provide an updated timeline.

 

Appeals Process

If you are not satisfied with the resolution:

1. Request a review of your complaint by the Uniserv Management Team.

2. Submit your appeal in writing, clearly stating why you are dissatisfied with the initial outcome.

3. A final decision will be communicated within 10 working days.

 

Confidentiality and Impartiality

• All complaints will be handled with confidentiality and impartiality.

• We aim to resolve all complaints fairly and transparently.

 

Feedback

After your complaint is resolved, we may contact you for feedback to improve our services.

If you have any questions about this process, please reach out to us at info@uniserveducation.com.

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We appreciate your patience and understanding as we work to resolve your concerns.