Complaints Procedure

Complaints Procedure

Informal Complaints Procedure



If you are dissatisfied with any aspect of your dealings with Reed Business School 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



If a complaint cannot be resolved informally then he or she may make a formal complaint within a reasonable period of time.

  • Write to the Operations Manager setting out clearly the nature and origin of the complaint, detailing what steps you have taken to resolve it informally, and explaining why the outcome of the informal procedure is not considered satisfactory.


    Email stella.shaw@reedbusinessschool.co.uk or letters should be addressed to Reed Business School, The Manor, Little Compton, Nr Moreton-in-Marsh, Gloucestershire, GL56 0RZ.

  • 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.

  • This person will, within 2 weeks of the referral from the Manager, contact the complainant 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 person dealing with the complaint will respond in writing 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.

  • The response to the complaint will be copied to the Manager who will maintain a central record of complaints.

Please note that Reed Business School will not allow a complaint by a student to have any bearing on the way that the student is treated.  Reed Business School will always behave professionally in all dealings with its students.

Escalate a complaint to the ESFA regarding funded apprenticeship qualifications



Before making a complaint to ESFA you should have exhausted our own complaints procedure above, including any appeals process.

If you have already done that please refer to the ESFA complaints about post-16 education and training provision funded by ESFA guidance for more information. This can be found at https://www.gov.uk/government/publications/complaints-about-post-16-education-and-training-provision-funded-by-esfa

If you want to make a disclosure in the public interest, please read our guide to how ESFA handles whistleblowing disclosures. The guide covers arrangements to protect people who make disclosures and keep their personal details confidential and can be found at https://www.gov.uk/guidance/how-esfa-handles-whistleblowing-disclosures