Purpose

Educate GM is committed to providing a high-quality service to our clients, candidates, temporary workers, and other stakeholders. We value feedback and take all complaints seriously, treating them as opportunities to improve our services. Any expression of dissatisfaction with our service that requires a response will be treated as a complaint and handled under this policy.

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If you experience any difficulties whilst working with Educate GM, we encourage you to contact your dedicated consultant in the first instance. Many issues can be resolved quickly and informally through discussion.

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If you wish to make a formal complaint, this can be submitted in writing to:

Email: info@educategm.co.uk
 

Please mark your complaint for the attention of the People and Operations Lead.

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Complaint Investigation Process

All formal complaints will be investigated fairly, objectively, and confidentially.

The investigation may involve:
 

• reviewing relevant records and documentation

• discussing the matter with staff members involved

• seeking clarification from the complainant

• obtaining information from schools, candidates, workers, or other relevant parties where appropriate

• All parties involved will be treated respectfully throughout the process.
   

Timescales

• Where possible, complaints will be acknowledged within two working days.

• We aim to resolve complaints within five working days of receipt.

• Where a full response cannot be provided within this timeframe due to the complexity of the investigation, the complainant will be informed of the reasons for the delay and provided with an expected timescale for completion.
   

Complaint Outcomes

Once the investigation is complete, Educate GM will provide a written response outlining:

• the findings of the investigation

• whether the complaint has been upheld, partially upheld, or not upheld

• any actions taken to resolve the issue

• any improvements identified to prevent recurrence
   

Where appropriate, outcomes may include:

• an apology

• corrective action

• process improvements

• additional staff training

• review of recruitment or compliance procedures
   

Escalation Process

If you are not satisfied with the outcome, you can escalate the complaint to our Managing Director.

Email: office@educategm.co.uk
 

Safeguarding and Child Protection Complaints

As an education recruitment agency, Educate GM is committed to safeguarding and promoting the welfare of children and young people. We take all safeguarding and child protection concerns seriously and will respond promptly to any complaint, allegation, or concern relating to:
 

• the safety, welfare, or wellbeing of a child or young person

• safeguarding practices within an educational setting

• the suitability of a candidate or worker to work with children

• professional conduct or behaviour within a school, college, or other educational environment

• allegations made against a temporary worker, candidate, consultant, or member of staff

• DBS checks, references, qualifications, identity verification, or other safer recruitment requirements
   

Any safeguarding-related complaint will be treated as a priority and investigated without delay. Where appropriate, Educate GM may temporarily suspend a worker from further assignments while enquiries are carried out and will work closely with the school, college, local authority, and any other relevant agencies to ensure that all safeguarding concerns are managed appropriately and in accordance with statutory guidance and Safer Recruitment requirements.

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Where safeguarding concerns meet statutory reporting thresholds, Educate GM will cooperate fully with schools, colleges, local authorities, police, the Disclosure and Barring Service (DBS), the Teaching Regulation Agency (TRA), and any other relevant safeguarding bodies. We will follow all legal and safeguarding obligations throughout the investigation process.

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Complaints Regarding Temporary Workers and Candidates

Where concerns are raised regarding the conduct, performance, professionalism, attendance, or suitability of a temporary worker or candidate supplied by Educate GM, we will investigate the matter in partnership with the educational setting concerned.
 

Depending on the findings, actions may include:
 

• additional support, training, or guidance

• temporary suspension from future assignments

• removal from our candidate pool

• referral to relevant professional or regulatory bodies where appropriate

• A written record of the complaint and outcome will be maintained.
   

Where multiple substantiated complaints are received regarding the same worker or candidate, Educate GM reserves the right to review their ongoing suitability for employment opportunities through the agency.

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Confidentiality

All complaints will be handled confidentially and in accordance with UK Data Protection legislation. Information will only be shared with individuals who need access to investigate, manage, or resolve the complaint.

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Monitoring and Continuous Improvement

Educate GM records and reviews all complaints to identify trends, improve service delivery, enhance compliance procedures, and support continuous improvement across the organisation.

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This policy will be reviewed annually or sooner if required by legislative, regulatory, or operational changes.