Complaints Policy

Stepping Stones Complaints Policy

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

Download Policy

Our complaints procedure

If you have a suggestion or compliment.

Step 1

Get in touch by using any of the methods listed on our contact us page, speak directly to a member of staff at one of our centres or complete one of our Compliment, Concerns, Suggestion or Complaints forms available within each of our reception areas.

Step 2

We will acknowledge your suggestion within five working days.

How to make a complaint to us

If you have a complaint or concern.

Step 1

Get in touch by using any of the methods listed on our contact us page, speak directly to a member of staff at one of our centres or complete one of our Compliment, Concerns, Suggestion or Complaints forms available within each of our reception areas.

Step 2

We will acknowledge your complaint immediately and where possible, we will try to give you an answer there and then. If not, we will arrange for the problem to be investigated. We will respond to you within five working days. Where a response is not possible at this stage, we will contact you and advise how long our investigations are likely to take.

Step 3

In the unlikely event that your complaint is not resolved to your satisfaction, please contact Andrew Talbot, Director of Stepping Stones Education & Training Ltd.

Step 4

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.

Your views are important to us

If we have provided you with excellent service please let us know, but more importantly if you are not satisfied with the service we have provided please do not hesitate to contact us with your suggestions, we welcome your ideas.

If we do not deliver the standard of service you expect, or if we make a mistake, we want to know.  We will investigate the situation and set about putting things right as quickly as possible.  Where appropriate, we will also take steps to avoid making similar mistakes in the future.