Complaints Policy

All complaints are taken very seriously and will be thoroughly investigated by Andrew Thompson, the Centre Manager. If the complaint involves Andrew Thompson it will be investigated by Ashfaq Ali, the Director of Learning.

Any person making a complaint will be given the option of having the matter dealt with informally. If this option is preferred, the Centre Manager will contact the complainant within 7 days and attempt to resolve the issue without the need for formal meetings.

Any formal complaint must be made in writing. A written complaint can be submitted:

1. by post to – Ashby Knight Tuition, Listerhills Science Park, Units 38, 20 Campus Road, Bradford, West Yorkshire, BD7 1HR; or
2. in person at the Centre; or
3. by e-mail to – andrew@ashbyknight.co.uk

Receipt of a formal complaint will be acknowledged in writing within 7 days. A timetable will be established for dealing with the complaint and the complainant will be invited to make representations in person. A complete record of all investigations and meetings with the complainant will be made, together with details of the outcome and any recommendations or remedies which are provided.

If the complaint is not resolved to the satisfaction of the complainant, the proprietors of Ashby Knight Ltd will establish an independent panel to review the outcome. This panel will be comprised of individuals who were not previously involved in dealing with the complaint and at least one member of the panel will be independent of the management of the Centre.

Written records are kept of all complaints, whether formal or informal and their outcomes.