Summary
The British Guardianship Complaints Policy outlines how students, parents, host families, partners, agents, and staff can raise concerns about services, communication, behaviour, or decisions. Complaints can be made by phone, email, or in writing, and are handled through a three‑stage process: Stage 1 frontline resolution, Stage 2 investigation, and Stage 3 review/appeal. Safeguarding concerns follow a separate procedure. The policy ensures accessibility, confidentiality, fairness, and protection for anyone raising a complaint. Clear timescales guide responses, and unresolved matters may be escalated to AEGIS. Records are securely maintained in line with GDPR, and emergency contacts are provided for urgent support.
Published: 3rd March 2026
Review Date: 3rd March 2027
Read Full Policy
Read the full Complaints Policy to understand how we handle concerns with transparency, sensitivity, and accountability.
