Complaints
Your right to complain
Every year Kingswood welcomes thousands of young people from across the world. However, rarely something may occur which may not meet your expectations regarding delivery and service, which is disappointing for all involved.
Our aim is to put things right wherever possible. Please be reassured that we will take lessons from all issues identified to ensure that we continue to improve. We always treat your complaint confidentially and all complaints will be dealt with fairly.
Teacher and group leader complaints
If any issues arise during your visit, it is important to inform the Centre Management team who will strive to rectify any issues before you need to make a formal complaint. Following your stay, we urge all of our party leaders to let us know when things may not be right, affording us the opportunity to remedy any issues wherever possible.
If you wish to make a formal complaint, please follow the procedure outlined below.
Parent and student complaints
If you are a parent or guardian of a child who has visited Kingswood with a school or group or if you are a student yourself, please raise any complaints with your teacher or group leader so that they may work with us to resolve your complaint following our formal complaints procedure.
Making a formal complaint
You can raise a complaint with us by:
- our complaints form (below)
- letter
- telephone
We aim to acknowledge your concerns within 24 hours of receipt (excluding weekends). Once received and where required we will then carry out an investigation to your concerns and will respond again within 10 working days. At this time we will either inform you of the outcome of the complaint or we may require an extension in order to fully resolve the issue. We will aim to resolve all complaints within an eight week period after receipt of the complaint, unless the nature is deemed to require third party support and an independent adjudicator for resolution. If this is the case, new time frames may be required and agreed.
Send your complaint to
Customer Resolution Manager,
Kingswood House,
Alkmaar Way,
Norwich
NR6 6BF
complaints@inspiring-learning.com
Please see our booking conditions for further information.
Complaints form
British Council and English UK
Kingswood Grosvenor Hall is accredited by British Council and we are an English UK member. If you feel you haven't had an appropriate response to a complaint in regard to, you are able to complain directly to English UK or British Council.
Contacting OFSTED
If you do not feel we have resolved your concern, you can report it directly to Ofsted by writing to:
Ofsted,
Piccadilly Gate,
Store Street,
Manchester
M1 2WD
Other ways of contacting Ofsted can be found on their website www.ofsted.gov.uk
ABTA membership
We are a Member of ABTA: Kingswood Learning and Leisure Group Limited ABTA membership number Y6473; Kingswood Colomendy Limited ABTA membership number Y6474. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.