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Complaints Policy

If you have a complaint about Step Teachers Ltd we want to hear about it and we will do our best to put it right.

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase customer satisfaction;
  • To use complaints constructively in the planning and improvement of all services.

How to complain

Step Teachers would like to sort out any complaint as soon as possible.

Many complaints can be resolved informally.  In the first instance contact Step Teachers and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.

If you make contact, make a note of the name of the person you speak to.

If a solution is offered at this point, make a note of this as well.  If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send it to:

The Compliance Manager, Step Teachers Ltd, 2 Mountview Court,  310 Friern Barnet Lane, London, N20 0LD.

What Happens Next?

You will receive acknowledgment of your complaint within 5 working days.  You may be contacted to make sure that we have understood your complaint properly.  You may be interviewed by the person investigating the complaint.

You will receive a response to your complaint within 28 working days of its receipt.          

At this stage, if you are still not satisfied you can write to us again.  Another Director of the company will review the General Manager’s decision within 10 days.

We will let you know of the outcome of this review within 5 days of the end of the review.  We will write to you confirming our final position on your complaint and explaining our reasons.  If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills or the REC, the industry trade association, of which we are a member by writing to the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27 - 45 Stamford Street, London, SE1 9NT.

If we have to change any of the time scales above, we will let you know and explain why.

NOTE:  In any event, we will comply with any statutory procedures that may relate to your complaint.