Complaints Policy

At Early Years Expertise, we are committed to providing the highest standard of service to all our learners, families, professionals, and partners. We value feedback—positive or negative—and view complaints as an opportunity to reflect, improve, and resolve issues in a fair and timely manner.

This policy outlines the formal complaints procedure and is intended to ensure that all complaints are handled fairly, consistently, and—wherever possible—resolved to the complainant’s satisfaction.

Scope of the Policy

This policy applies to:

- Learners enrolled in our courses

- Parents, caregivers, nannies, or agencies using our services

- Partners or stakeholders engaging with Early Years Expertise

Complaints may relate to areas such as:

- Course content or delivery

- Customer service or communication

- Technical issues affecting access to learning

- Administrative or procedural concerns

- Conduct of staff, instructors, or collaborators

Complaints Procedure

Step 1: Informal Resolution

We encourage complainants to raise their concerns informally first, by contacting our team at earlyyearsexpertise1@gmail.com. Many issues can be resolved quickly and amicably through open dialogue.

Step 2: Formal Complaint Submission

If the concern cannot be resolved informally, a formal complaint may be submitted in writing within 20 working days of the issue arising. The written complaint should include:

- Your full name and contact information

- A clear description of the complaint

- Relevant dates, details, and any supporting evidence

- A statement of the outcome you are seeking

Formal complaints should be sent to: earlyyearsexpertise1@gmail.com

You will receive an acknowledgement of your complaint within 5 working days.

Step 3: Investigation and Response

The complaint will be reviewed and investigated by a senior member of our team. We aim to:

- Conduct a fair, objective investigation

- Communicate with all relevant parties if necessary

- Provide a written response with the outcome within 20 working days of acknowledgment

Step 4: Further Review

If you are not satisfied with the outcome, you may request a review. This request must be made in writing within 10 working days of receiving the decision. The review will be conducted by a member of the leadership team, and a final response will be issued within 15 working days.

Confidentiality and Record Keeping

All complaints will be handled with sensitivity and in accordance with our Privacy Policy. A written record of all formal complaints and outcomes will be maintained for quality assurance and accreditation purposes.

Continuous Improvement

We regularly review complaints and feedback to identify areas for improvement in our services, policies, and delivery.