Complaints Procedure In Respect Of Poor Practice Behaviour

Our complaints procedure is available to Parents, Students, partners and Homestays and will be followed where a child, parent or host family raises a concern about poor practice towards a child that initially does not reach the threshold for child protection action. Poor practice examples include unfairly singling out a child, using sarcasm or humiliation as a form of control, bullying or belittling a child or discriminating against them in some way. Complaints are managed by the CEO, senior staff and the Designated Safeguarding Lead. Complaints from staff are dealt with under the company’s complaints and disciplinary and grievance procedures. Should you need to make a complaint, please ask the designated safeguarding lead for the relevant form.

  • by email -
  • or phone +44 (0) 1273 764 716

Complaints procedure

You can make your complaint by phone, by e-mail or in writing. We have a two stage complaint procedure. We will always try to deal with your complaint quickly. But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Stage 1 - frontline resolution

Please contact a member staff on our 24/7 emergency line . We will always try to resolve your complaint quickly, within 5 working days, if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at stage 2.

  • by email -
  • or phone +44(0)7877 602 031

Stage 2 - investigation

Our company’s CEO will look at your complaint at this stage if you are dissatisfied with our response at stage 1. We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation. We will acknowledge your complaint within 48 hours. We will give you our decision as soon as possible. This will be after no more than 5 working days unless there is clearly a good reason for needing more time.

Dealing with Complaints Timeline

All complaints received by British Guardianship will be treated seriously and handled sensitively. We will acknowledge complaints as soon as reasonably practical, normally within 5 working days.

Recording Complaints

British Guardianship is careful about its commitments under the Data Protection Act 1998 (and from May 2018, the General Data Protection Regulation) to keep such information for no longer than is necessary. Following resolution of a complaint, Head Office will keep a written record of all formal complaints, whether they are resolved at the informal step or beyond. Record keeping is useful for management purposes and to enable any patterns of concern to be monitored. Key information will be included as part of the complaint such as:

  • Date when the complaint was raised.
  • Name of parent and the student
  • Records of all the investigations
  • Name of member(s) of staff handling the issue at each stage
  • Copies of all correspondence on the issue (including emails phone records)