UK contact office: 25 Southampton Buildings, London WC2A 1AL. Routine enquiries: guardian@intergreat.com.
Introduction
At InterGreat Education Group, we prioritise delivering exceptional professional support, pastoral care, and academic guidance to our esteemed parents, students, homestays, and schools. While we take pride in our dedication to excellence, we acknowledge that concerns may arise. Under such circumstances, our clients can anticipate a fair and diligent approach to addressing grievances, in accordance with the procedures detailed in this Complaints Policy.
This policy is closely linked with our Vexatious Complaints and Harassment Policy, Whistleblowing Policy, and Safeguarding and Child Protection Policy. It is crucial to review this document alongside the aforementioned policies.
The Directors of InterGreat Education Group, along with our committed staff, are resolute in cultivating positive relationships with students, parents, homestays, and schools. We strongly believe that transparent internal and external communication, along with robust working relationships, can alleviate the occurrence of complaints. Whenever feasible, we are dedicated to resolving concerns promptly and informally upon initial receipt.
To ensure the practical effectiveness of this policy, the Directors conduct an annual review of the systems in place for managing complaints.
What Constitutes a Complaint?
A complaint is an expression of discontent with an actual or perceived issue. It can pertain to the entire company, a specific department, or an individual staff member or student. Typically, a complaint arises when an individual perceives that the company has erred, neglected to fulfil an obligation, or acted unfairly.
All complaints will be handled with seriousness and confidentiality. No child or young person will face repercussions as a result of a complaint raised in good faith by an adult.
Making a Complaint
During the complaints process, students or parents facing challenges in articulating their concerns due to language barriers will receive sensitivity and assistance.
IEG has two internal complaints stages: Stage 1, informal resolution, and Stage 2, a formal complaint to a Director. If a complaint remains unresolved after Stage 2, it can be referred externally to AEGIS as explained below. Safeguarding or legal concerns can be referred directly to the appropriate statutory agency at any time.
Stage 1 – Informal Complaints
It is anticipated that the majority of complaints and concerns will be swiftly and informally resolved.
- Promptly report the complaint to a member of InterGreat Education Group's staff within 24 hours of its occurrence. The staff member should then escalate this to their line manager. They will strive to initially address the complaint informally through dialogue and negotiation with the complainant and any other involved parties.
- InterGreat Education Group commits to responding to the complainant within 48 hours or two working days. If the complainant is a student, the complaint and proposed resolution will be appropriately appended to the student's records.
- The staff member will update the InterGreat Education Group Complaints Log. If the complainant remains dissatisfied with the response, a staff member will arrange for a Director to handle the complaint (Stage 2) and inform the complainant of the arrangements and next steps.
Stage 2 – Formal Complaints
- If the complaint cannot be resolved on an informal basis, then the individual should put their complaint in writing to a Director:
Terence Murray
InterGreat Education Group
25 Southampton Buildings
London WC2A 1AL
Tel: +44 (0) 20 3856 8180
E-mail: dsl@intergreat.com
- A Director will make every effort to initially settle the complaint informally.
- They will promptly communicate their decision to the complainant, or provide a progress update on the expected timeframe if further investigation is necessary, typically within 5 working days during term time.
Wider consideration
The company's policy ensures that complaints made by individuals should not have any adverse repercussions on children or young people. Similarly, students under the company's care should be assured that they will not face penalties if they or their parents raise a good faith complaint about a staff member or homestay.
While we aim to maintain confidentiality, certain circumstances may necessitate informing external parties about a complaint or the individuals involved. For instance, this may occur if an individual's safety is at risk or if matters need to be escalated to the police. In such instances, all parties will be kept fully informed.
In relation to the aforementioned timeframes, if a formal written complaint is submitted outside of term times when schools may be closed, the deadlines may need to be extended accordingly. Should further investigation be necessary as part of a formal written complaint, complainants should anticipate receiving updates within reasonable time frames within the initial period outlined above.
As a company, we acknowledge the right of parents, homestays, and students to lodge complaints and always seek to act in the best interests of the students and staff in our care, keeping in mind their rights and responsibilities.
In rare cases, if complainants behave unreasonably throughout the process of raising and/or pursuing concerns and such behaviour begins to negatively impact the day-to-day operations of the company and the well-being of the students or staff at InterGreat Education Group, the company may take subsequent appropriate action against the complainant, utilising the published vexatious complaints and harassment policy.
External referral to AEGIS
If a complainant remains dissatisfied after completion of the formal Stage 2 process, they may refer the unresolved complaint to AEGIS using the current contact information published at aegisuk.net. IEG will cooperate with AEGIS and provide relevant records, subject to safeguarding and data-protection requirements. In line with the AEGIS Code of Practice, IEG will inform AEGIS within one working day if IEG is subject to a complaint or investigation that may cause reputational damage to AEGIS. This stage does not prevent any person from contacting the police, local authority children’s services or another statutory body immediately where a safeguarding or legal concern requires it.