Complaints Procedure
We take all complaints seriously and are committed to resolving them fairly and promptly
Our Commitment
Fulfilment Education is committed to providing a high-quality educational service. However, we recognise that there may be occasions when things don't meet your expectations. We welcome feedback and take all complaints seriously as an opportunity to improve our service.
We aim to resolve complaints quickly, fairly, and transparently, keeping you informed at every stage of the process.
How to Make a Complaint
You can make a complaint in the following ways:
complaints@fulfilmenteducation.com
Phone
+44 20 1234 5678
Post
123 Education Street, London, EC1A 1BB
Stages of Complaint Resolution
Stage 1: Informal Resolution
Within 5 working daysWe encourage you to first raise your concern directly with the relevant teacher or team member. Many issues can be resolved quickly through direct communication. If your concern is not resolved informally, or if you prefer to raise a formal complaint, you may proceed to Stage 2.
Stage 2: Formal Written Complaint
Within 10 working daysSubmit your complaint in writing (email or letter) to our Complaints Manager. We will acknowledge your complaint within 2 working days and provide a full written response within 10 working days. The Complaints Manager will investigate the matter thoroughly, which may include speaking with relevant staff and reviewing records.
Stage 3: Senior Review
Within 15 working daysIf you are not satisfied with the Stage 2 response, you may request a review by a senior member of our leadership team. This review will consider whether the original complaint was handled properly and whether the outcome was fair and reasonable.
Stage 4: External Referral
As applicableIf you remain dissatisfied after exhausting our internal complaints procedure, you may refer your complaint to an appropriate external body such as the Education and Skills Funding Agency (ESFA) or seek independent advice.
What to Include in Your Complaint
To help us investigate your complaint effectively, please include:
- Your name and contact details
- The name of the student (if applicable)
- A clear description of your complaint
- Dates, times, and names of anyone involved
- Any supporting evidence or documentation
- What outcome you are seeking
For general enquiries or feedback, please use our contact form.