Complaints

At Education Support Partnership, we want to hear your feedback.  If you have something good or bad to say, or think we should be doing something differently or you love what we are doing, then we want to hear from you.

We take all feedback very seriously and will treat it as an opportunity to develop, which is why we are always very grateful to hear from anyone.

We know that from time to time mistakes or misunderstandings can happen, but we want to be able to apologise for them, learn from them and try to prevent them happening again. With your help, we can provide a better service. 

Get in touch

There are a number of ways to get in touch: 

  • Use the contact form
  • Contact our Head of Governance and Operations Charlotte Orsborn charlotte.orsborn@edsupport.org.uk or call 020 7697 2750
  • Tweet us @EdSupportUK
  • Or write to us at: Education Support Network, 40a Drayton Park, London, N5 1EW

Please include your name, email, postal address and contact number in any email or letter, so that we can contact you if we need to.

The Manager will investigate the complaint and attempt to resolve it. The Manager will send a response within 10 working days of receiving the written complaint. The response will summarise what investigations have been carried and what action, if any, is proposed to resolve the matter.

Those issues that have not been resolved by this stage may be referred to the Complaints Panel. This panel will comprise of the Chief Executive, a Trustee and the Complaints Manager. The Complaints Manager will inform you that it is being done and will notify you of its decisions within 15 days of meeting.      

Who else can help?

We really hope that we will be able to resolve any issues or concerns, but you can also contact the Board of Trustees. Please mark all correspondence private and confidential.

The Chair
Education Support Network
40a Drayton Park
London
N5 1EW

Charity Commission

For more information on how to make complaints about a charity and who you should speak to, go to this link

http://www.charitycommission.gov.uk/detailed-guidance/protecting-your-charity/complaints-about-charities-cc47/

Grants Complaints and Appeals

If your complaint is related to a grant, please follow the below process:
  • Stage 1:  If after speaking to the Grants Caseworker (grantscaseworker@edsupport.org.uk) the matter cannot be resolved, you can request an internal review which will be undertaken by the Head of Governance and Operations charlotte.orsborn@edsupport.org.uk 
  • Stage 2:  If the matter cannot be resolved then the Head of Governance and Operations will refer the matter to the CEO
  • Stage 3:  If the matter cannot be resolved by the CEO a further appeal can be made to the Trustee appointed by the Board with responsibility for the oversight of the grants programme. Their decision will be final. 

Please note all grants are made in accordance with the published guidelines and criteria. These are subject to periodic change.

All awards are discretionary.

When can I expect a response?

Letters of acknowledgment will be made within two working days of receipt of complaints or appeal requests.

Appeals will be heard as speedily as possible and we will aim to respond within seven working days. You will be notified by email  if any significant time delay is likely to occur.

We will thank you for any compliments or comments, and offer a response if we are able to.   

What happens next?

We want to make things easier for you, not harder, so we will work with you to address any problems, issues or concerns about the service that you may have.

In the first instance, your complaint will be forwarded to the member of staff designated to dealing with complaints. They will contact you directly to discuss the matter further and get more information about your concerns.  In our experience, this is usually easier over the phone, so we will contact you to find a convenient time to talk. Where possible, they will try to resolve the matter in this first phone call.  The staff member will keep detailed notes of this discussion.

In more complex situations, particularly involving the Support Line, we may need time to investigate following the initial phone call. In these circumstances, we will agree a time to get back to you during the phone call.