Natematics Ltd. (“we,” “us,” or “our”) is dedicated to providing high-quality educational services and strives to meet the needs and expectations of our students, parents, guardians, and other stakeholders. However, we recognise that concerns or complaints may arise from time to time. This Complaints Policy outlines our commitment to addressing and resolving complaints in a fair, transparent, and
timely manner. This policy covers all complaints received by Natematics Ltd. related to our educational services, tutors, staff, policies, and procedures.
Complaint Handling Principles
Accessibility and Clarity:
We maintain an accessible and clear process for submitting complaints, ensuring that complainants can easily voice their concerns.
Confidentiality:
We treat all complaints confidentially and share information only with those directly involved in the complaint resolution process.
Impartiality:
Complaints are handled impartially, without bias or prejudice. We aim to provide a fair and unbiased resolution.
Timeliness:
We strive to resolve complaints as promptly as possible, acknowledging receipt of complaints within 5 working days.
Transparency:
We keep complainants informed of the progress and status of their complaints at regular intervals.
Record-Keeping:
We maintain records of all complaints received, including details of the complaint, the investigation process, and the resolution.
Submitting a Complaint
How to Submit a Complaint:
Complaints can be submitted via email or post at the below address’:
Natematics Ltd. 35 Chester Street Wrexham
Wales
LL13 8AH
Complaint Requirements:
A complaint should include the complainant’s name, contact information, a clear description of the issue, and any relevant supporting documentation.
Complaint Handling Process
Acknowledgment of Complaint:
Upon receiving a complaint, we will promptly acknowledge its receipt and provide an estimated timeline for resolution.
Investigation:
Complaints will be thoroughly investigated by an appropriate individual or team, considering all relevant information and speaking with relevant parties.
Resolution:
Once the investigation is complete, we will communicate the resolution to the complainant in writing, which may include actions taken, remedies, or changes made.
Appeals:
If the complainant is not satisfied with the resolution, they may request a review or appeal of the decision within 5 working days.
Policy Review and Updates
Policy Review:
This Complaints Policy is subject to periodic review and will be updated as necessary to ensure its effectiveness and alignment with best practices.
We value feedback and are committed to resolving complaints in a manner that addresses concerns and contributes to the continuous improvement of our educational services.
Date of Adoption: December 2023
Date of Last Review: December 2023
