Complaints Policy

Vanguard UK recognises that there may be legitimate concerns or complaints from students, staff, schools, parents, or homestays relating to Vanguard UK. We fully acknowledge that constructive feedback is an important part of maintaining the highest standards of service. As a company, we encourage these concerns or complaints to be brought to the attention of Vanguard UK staff at the earliest opportunity, so that they can be addressed collaboratively and constructively. By doing so, we not only resolve issues effectively but also continuously improve the quality of the support and services we provide.

At Vanguard UK we:

· Take all concerns and complaints seriously, treating them with respect and sensitivity;

· Make every effort to deal with concerns or complaints informally and at an early stage, thereby preventing unnecessary escalation;

· Aim to resolve all complaints within 28 working days of the complaint being received, ensuring a timely and efficient process;

· Ensure that complaints are dealt with in line with the clear procedures set out in this document;

· Seek to resolve complaints either to the complainant’s satisfaction or by providing an otherwise fair and appropriate outcome;

· Ensure that, where appropriate, a full and fair investigation of the issue is undertaken, allowing all parties to be heard;

· Guarantee that no-one, including students, will be penalised or disadvantaged for raising a complaint in good faith;

· Keep a written record, for at least three years, of all complaints, the actions taken, and the stage at which they were resolved;

· Review, at senior management level, the written record of complaints and their outcomes on a regular basis to monitor patterns and improve practice;

· Maintain confidentiality regarding all records and information connected to individual complaints, ensuring they are handled responsibly and securely;

· Ensure that a record of formal complaints and their outcomes is kept by Hao Zhang, both in electronic and hard copy format, regardless of whether or not the complaint was upheld.

Complaints Procedure

Stage 1: Informal Stage

It is hoped that most concerns or complaints can be resolved informally. A concern or complaint can be made in person, in writing or by telephone. They may also be made by a third party acting on behalf of a complainant, as long as they have appropriate consent to do so.  Concerns should be raised with the relevant Vanguard UK staff member who will:

o Keep a record of the complaint and any action taken;

o Respond to all complaints or concerns within 24 hours;

o Investigate the concern or complaint;

o Report back to the complainant within 14 working days.

If the issue remains unresolved, the next step is to make a formal complaint.

Stage 2: Formal Stage

If the complainant is not satisfied with how the complaint has been handled, they can make a formal complaint. This should be sent in writing to Hao Zhang. He will:

o Keep a record of the complaint and any action taken;

o Respond initially to the complainant within 24 hours;

o Investigate the concern or complaint – this may take some time but, in any event, they will keep the complainant informed of progress made;

o Report back to the complainant formally in writing no later than 28 working days;

o If the issue remains unresolved, the next step is to refer the matter to AEGIS.

Stage 3: Referral of the matter to AEGIS

If complainants are not satisfied with the outcome as decided by Vanguard UK, they can contact AEGIS to report their concerns if they wish to do so. Relevant contact details are set out below:

Yasemin Wigglesworth

Executive Officer Association for the Education and Guardianship of International Students (AEGIS)

The Wheelhouse,

Bond’s Mill Estate,

Bristol Road,

Stonehouse,

Gloucestershire,

GL10 3RF

+44 (0) 1453 821293

www.aegisuk.net