Complaints Procedure

Complaints Procedure

Reed Business School (RBS) is committed to maintaining high service standards to all its customers.  “customers” refers to Employers who use our services, Apprentices who are on an Apprenticeship training program with RBS, and Learners/Students attending RBS outside of an Apprenticeship training programme.

If you do not receive a satisfactory service from Reed Business School you need to tell us about it.  This will help us to improve our standards.

RBS will ensure that all complaints are dealt with in a professional, consistent, fair and expedient manner at all times. 

Informal Complaints Procedure 

If you are dissatisfied with any aspect of your dealings with RBS and wish to make a complaint, please follow the procedure below:

You should try to resolve the matter informally in the first instance.  Dissatisfaction often arises from misunderstanding, which is why the best starting point is with the person whose actions are the cause for dissatisfaction, or with the manager of the office responsible for the provision of the service or implementation of the policy.

Once it is clear that it cannot be resolved by informal means, a formal complaint should be made as soon as possible.  It is much more likely that the matter will be resolved to your satisfaction if it is raised at an early stage.

Formal Complaints Procedure

Stage 1 

Please put your complaint in writing together with all relevant documentation and any documentary evidence supporting the complaint. The grounds for the complaint must be clearly defined.  Please send your complaint to:

Operations Manager
Reed Business School
The Manor
Little Compton
Nr Moreton in Marsh
Glos., GL56 ORZ

Your complaint can also be emailed (in addition to writing) to rbs.reed@reedbusinessschool.co.uk and in the subject heading write “FAO Operations Manager – Complaint”
The Operations Manager will acknowledge the complaint within 5 working days of receipt and will let you know who will be dealing with the complaint. 

In the event that the complaint is about the Operations Manager, please send this for the attention of the Professional Education Manager. 

Stage 2

Our nominated person who will be dealing with the complaint will contact you within 2 weeks of the referral and indicate what action they plan to take and the date by which they expect the investigation to be complete. If the investigation cannot be completed by the expected date, you will be advised about the delay.
The nominated person dealing with the complaint will respond in writing by the date agreed above to the complainant when any investigation is complete with details of the findings and, if the complaint is upheld, indicate what the outcome will be.

Stage 3

If the “customer” (Employer/Apprentice/Learner/Student) is dissatisfied with the outcome of the investigation or the proposed remedial action, this can be escalated to the Board of Trustees. Please address the letter to:

Board of Trustees

c/o Reed Business School
Reed Business School
The Manor
Little Compton
Nr Moreton in Marsh
Glos., GL56 ORZ

Once a full investigation has been completed, a member of the Trustees will respond in writing confirming their findings within 2 weeks.

Stage 4 (Apprentice Employers and Apprentices)

If you’re unhappy with the outcome

You can complain to the Education and Skills Funding Agency (ESFA) about how your complaint was handled.

The ESFA does not deal with complaints about employment issues (for example, a problem with your contract if you’re working as an apprentice).

You must contact the ESFA within 12 months after the issue happened.

Email or post your complaint to the ESFA complaints team. 

ESFA complaints team
complaints.ESFA@education.gov.uk

Complaints team
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT

The ESFA will reply to let you know what will happen next.

 If you’re unhappy with the ESFA response

You can contact the Department for Education if you’re unhappy with how the ESFA has dealt with your complaint.

All complaints will be treated in the strictest confidence.