Complaints Policy
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- Complaints Policy
1
Purpose
UK Education Bridge is committed to providing transparent, fair, and high-quality accreditation services. This policy outlines how we handle complaints to ensure accountability and continuous improvement.
2
Scope
Applies to all complaints from:
- Accredited institutions
- Applicants for accreditation
- Stakeholders or members of the public
- Staff or assessors
- Learners
3
Complaint Submission
How to complain:
- Email: info@ukeducationbridge.com
Required Details:
- Name, contact information
- Nature of complaint + relevant dates
- Supporting evidence (e.g., emails, documents)
4
Complaint Handling Process
Stage | Timeline | Action |
Acknowledgement | 2 working days | Confirm receipt and assign a case number. |
Investigation | 15 working days | Review evidence, interview involved parties. |
Resolution | 5 working days post-investigation | Communicate outcome and corrective actions. |
Escalation (if unresolved) | 10 working days | Senior management review. |
5
Confidentiality
All complaints are treated confidentially, in line with our Data Protection Policy.
6
Outcomes
Possible resolutions:
- Formal apology
- Process improvements
- Re-assessment (if applicable)
- Staff training (if relevant)
7
Review
This policy is reviewed annually. Last updated: [20/06/2025].