Complaints Procedure In Respect Of Poor Practice Behaviour

Our complaints procedure 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.

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.

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.

Stage 3 - contact AEGIS (the Association for the Education and Guardianship of International Students)

The Wheelhouse, Bond’s Mill Estate, Bristol Road, Stonehouse, Gloucestershire, GL10 3RF, United Kingdom
Telephone: +44 (0) 1453 82 12 93