Complaints Policy

Stepping Stones Complaints Policy

Find out how you can make a complaint or provide feedback.

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Our complaints procedure

Stage 1 (On-the-spot solutions)

If you are still completing your course or actively taking part in one of our other programmes, you must first contact your Tutor who will ensure that your concerns are dealt with fairly and quickly. You should raise your concerns within 7 days of the matter in question. Your Tutor will investigate your concerns and address these accordingly or refer the complaint to a relevant member of staff. You will receive a response to your complaint within 7 days of submission. If your complaint is about your Tutor and it would be inappropriate to discuss the matter with him/her you may begin with Stage 2.

Stage 2 (Appeal to Management)

If you are not satisfied with the outcome of stage 1 or if you are no longer on your course, please contact the Centre Manager who will investigate what's happened. This may include:

Stage 3 (Formal complaint to a Business Development Director)

If you are not satisfied with the outcome of Stage 2 you will need to send in a complaint in writing to Stepping Stones Education & Training Ltd at the address below. This may be in writing in the post or via email. You are likely at this stage to be requested to substantiate any complaints or allegations with written factual evidence and/or statements from witnesses. This will assist in reaching a speedy conclusion to the complaint. A response to your complaint will be sent to you within 7 days of the receipt of the Stage 3 complaint.

Any Stage 3 complaints should be addressed to:

Business Development Director, Stepping Stones Education & Training Ltd, Unit 2 Brindley Court, Dalewood Road, Newcastle Under Lyme, Staffordshire, ST5, or

All complaints at all stages will be dealt with fairly and you not will be discriminated against based on the complaint. If your complaint reaches Stage 3 and it cannot be dealt with by a Director due to their prior involvement in the matter, another Director will hear and respond to the complaint to maintain our impartiality. We aim to resolve all complaints within 28 days from original submission.

Please note: The Directors will very rarely consider complaints if they do not follow the above process. We have absolute confidence in our staff, who are trained to deal professionally with legitimate complaints as they arise. In the unlikely event that your cause for complaint is not dealt with appropriately by a member of our team, then please follow the above procedure to ensure that your complaint is given due consideration and that your concern is addressed.

Where your programme is funded by the Education and Skills Funding Agency (ESFA), and you are dissatisfied with our handling of a complaint, you have the right to contact the ESFA.
Complaints team
Education and Skills Funding Agency
Cheylesmore House
Quinton Road