Complaints Policy

Complaints Policy – Updated December 2023

Our Policy

Sense Education is a committed and reputable supplier of temporary and permanent SEND education staffing solutions. We always aim to provide the highest standard of services and client care, however we know that feedback can enable us to learn, improve and grow. We aim to handle complaints quickly, effectively and in a fair and honest way.

Who can complain?

Any person or body who interacts with Sense Education for supply services of temporary or permanent staffing solutions, including temporary workers, clients, and regulatory bodies. This policy can also extend to any member of the public or their representatives, staff, businesses, public and voluntary bodies who may be a third party to our services can also make a complaint in the same way.

How to make a complaint

If you have a complaint or concern, please contact our Complaints Manager, Esther Bagattin.

You can email her at esther@senseeducation.co.uk or call her in the office 0153 958 3358.

Please include the following information in your complaint:

Full name, contact information, relevant dates and times relating to the complaint, and a key summary of the problem you have experienced.

All complaints are treated with confidentiality in mind. Anonymous requests will be acted upon as an opportunity to improve our services, however it is better to provide contact details so that the complainant can be informed of the outcome.

What to expect

Complaints will be processed and looked at during our business hours, which are Monday to Friday, 7am until 6pm. We will acknowledge your complaint within 3 business days of receiving it. We shall respond promptly to all complaints, oversights or omissions and shall immediately make good/resolve any default on our own part. Our complaints manager will then conduct a thorough investigation into your complaint. You may be contacted for further information. A full response will be provided via email within 21 days of receipt of the complaint.

Matters that are outside the expected 21-day resolution timescale of this policy are complaints which are subject to legal proceedings, and complaints that are escalated to Regulatory Bodies.

​​If the complainant disagrees with the outcome

We accept that not every complaint may be resolved to the complainant’s satisfaction, in this instance the complainant may write to the Managing Director at office@senseeducation.co.uk. Full details of the investigation will be reviewed and the complainant will receive a response from the managing director within a further 10 working days, to determine if the outcome of the complaint will be upheld or requires reinvestigation. The managing director will write to you confirming our final position on your complaint explaining our reasons.