Parents, Students and Host Families can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential except where the Secretary of State or a body conducting an inspection under section 109 of the 2008 Act requests access to them or where any other legal obligation prevails.

Complaints Stage 1

If there is a concern of any kind about Host Family or any aspect of the guardianship service, in the first instance or ring 07887 718 838 or 07422 518 887. At this stage we will discuss the complaint with the relevant people and try to resolve the complaint informally. Should this not be possible the complaint would move to stage 2.

Complaints Stage 2

Formal Resolution of Complaints. Complaints should be made in writing to Mrs Zhou (Company Director) on 07824336471 and should be emailed to her at Tong@uk-tuition.com.  The relevant member of staff will then contact the parents, Hosts or student within 5 working days of receiving a complaint to discuss the matter.  If possible a resolution may be reached at this stage. However, it may be necessary for further investigations to be carried out and in this case an agreed timescale will be arranged.  Written records will be kept of all meetings and interviews held in relation to the formal complaint. The written records kept of all meetings, interviews and any correspondence are confidential and will be held on file by UK Tuition Guardians. Once investigations are completed parents, Hosts or students will be informed in writing of the decision within a further five days. If parents, Hosts or students are still not happy with the decision they may appeal in writing within five days of receiving the letter from Mrs Zhou. In this case the complaint will move to stage 3.

Complaints Stage 3

Any complaint that is not resolved at 2 will move to this stage. To appeal any decision made at stage 2 please write to Association for the Education and Guardianship of International Schools (AEGIS). AEGIS will then investigate the complaint independently of UK Tuition Guardians Limited and will respond in writing detailing the outcome of their investigations.

AEGIS contact details are: Yasemin Wigglesworth - Executive Officer AEGIS, The Wheelhouse, Bond’s Mill Estate, Bristol Road, Stonehouse, Gloucestershire, GL10 3RF.  E-mail: info@aegisuk.net Telephone: +44 (0) 1453 821293Tel/fax: +44 (0)1453 821293

All concerns or complaints are confidential and are recorded in writing and kept on file by UK Tuition Guardians Limited along with details of the outcomes. Records include whether complaints are resolved following a formal procedure or proceed to AEGIS and actions taken by UK Tuition Guardians regardless of whether the complaint is upheld.

• If the complaint refers to a matter of Safeguarding, Welfare or Child Protection, parents should first contact the Designated Safeguarding Lead (DSL@uk-tuition.com). Parents are also able to contact the Local Authority Designated Officer (LADO)
• Telephone: 020 8753 5125 Email: LADO@lbhf.gov.uk
• If you cannot reach a duty CP Adviser you can reach:
• Named LADO: Anna Carpenter

Tri-Borough Service Manager, Safeguarding

Telephone: 0208 753 5124

Email: anna.carpenter@lbhf.gov.uk

• Children’s Commissioner for England,

Sanctuary Buildings
20 Great Smith Street

London SW1P 3BT

Tel 020 7783 8330

Policy reviewed March 2024

Next review date March 2025