Purpose
This Complaints Policy aims to ensure that all client concerns and complaints are handled with respect, dignity, and compassion. At Teach HQ, we are committed to providing an exceptional service experience and value the feedback from our clients as it helps us identify areas for improvement.
Scope
This policy applies to all clients who use Teach HQ services and wish to express dissatisfaction with any aspect of the services received. It is the responsibility of all Teach HQ staff to adhere to the guidelines outlined in this policy.
Definition of a Complaint
A complaint is defined as an expression of unhappiness or dissatisfaction by a client regarding any part of the services provided by Teach HQ.
Policy Statement
Teach HQ is committed to responding quickly and appropriately to any concerns or complaints raised by our clients. Our approach involves the following steps:
- Acknowledgement: All complaints will be acknowledged promptly upon receipt.
- Investigation: Our team will thoroughly investigate each complaint to understand the cause of dissatisfaction. Investigations will be conducted according to our internal policies and procedures.
- Documentation: Complaints and the subsequent investigations will be documented for future reference and to enhance our service delivery.
- Response: An appropriate response will be issued to the client, outlining the actions taken within an agreed timescale. Where applicable, an apology and a resolution or explanation will be provided.
- Continuous Improvement: We regularly review client feedback scores and proactively address any underlying issues found during complaint investigations. We aim to enhance client satisfaction continuously by implementing necessary improvements.
Client Responsibility
Clients are encouraged to contact Teach HQ if they experience any dissatisfaction or have concerns about the services received. By doing so, we can investigate and resolve these issues promptly.
Contact Information
We welcome you to contact us by:
Email:
Writing:
Telephone:
Stacey Firman, Chief Content Officer
Date: October 2024
Policy Review Date: October 2025