Castles Education is committed to providing a quality service to schools and temporary workers to achieve the highest standards of customer satisfaction. One of the ways in which we can continue to improve is by listening and responding to the views of our customers. We welcome comments about the services we provide and this information is used to monitor our performance and where necessary make improvements.
A complaint may arise if:
How do people make a complaint?
Any clear expression of dissatisfaction with our service which calls for a response is classed as a complaint.
Where possible complaints should be made in writing (by letter or e-mail).
The complaint should be addressed to “James Tipping (Partner)” and emailed to firstname.lastname@example.org
or in writing to Bartle House, Oxford Court Manchester M2 3WQ.
In many cases a complaint can be resolved informally via a telephone call.
If the complaint cannot be resolved informally then the formal procedures below will be followed.
Complaints regarding Agency Workers Performance, Conduct or Behaviour
It is essential that any allegation or complaint made against a Castles Education temporary worker is dealt with fairly, quickly, consistently and in a way that provides effective protection for children and at the same time supporting the person who is the subject of the allegation or complaint.
All complaints regarding agency workers performance, conduct or behaviour should be dealt with as per our “Procedures for dealing with allegations in relation to agency workers” policy.
How will complaints be dealt with?
Castles Education is a member of APSCo. If you feel that you have a genuine complaint against Castles Education and our normal complaints procedure has not been effective in finding a satisfactory solution for you, please contact APSCo who will investigate your case.
The management team will keep Castles Education’s Complaint Policy under annual review and/or if there have been any relevant legislative changes.
This policy was created in June 2018
This policy was reviewed and amended in February 2019