Eudaiton Education

Complaints Policy

Organisation: Eudaiton Education (Trading Name of Eudaiton Ltd)

Policy Owner: Taleisha Hutton

Email: admin@eudaitoneducation.co.uk

Telephone: 07831553354

Version: 1.0

Effective Date: June 2026

Review Date: June 2027

1. Policy Statement

Eudaiton Education is committed to delivering high-quality educational services and maintaining positive relationships with learners, families, tutors, schools and other stakeholders.

We recognise that concerns and complaints may arise from time to time. We view complaints as an opportunity to improve our services, identify learning points and strengthen our practices. Parents/guardians are informed that, should they feel at any time that they have reason for complaint or concern, in the first instance, they should speak to their Client Manager. Complaints can be made in writing, via email or via telephone. If they are still not satisfied, or if they would prefer not to discuss their concerns with their Client Manager, Eudaiton Education recommends that they contact the team  on admin@eudaitoneducation.co.uk, who will then be able to investigate the matter and escalate it to the relevant / most appropriate member of staff.  Any complaint made in writing or made by e-mail that relates to Safeguarding will be fully investigated

All complaints will be treated seriously, fairly, promptly and confidentially wherever possible.

No individual will be disadvantaged for raising a genuine concern or complaint.

In accordance with equality law, Eudaiton Education will consider making reasonable adjustments if required, to enable complainants to access and complete this complaints procedure. For instance, providing information in alternative formats, assisting complainants in raising a formal complaint or holding meetings in accessible locations 

2. Purpose

The purpose of this policy is to:

• Provide a clear complaints procedure.

• Ensure complaints are handled consistently.

• Resolve issues fairly and efficiently.

• Improve service quality.

• Protect the rights of all parties involved.

• Support transparency and accountability.

3. Scope

This policy applies to complaints raised by:

• Parents and carers

• Students and learners

• Tutors

• Employees

• Contractors

• Schools

• Local authorities

• Partner organisations

• Members of the public

This policy applies to complaints concerning:

• Tuition services

• Tutor conduct

• Company staff conduct

• Customer service

• Communications

• Recruitment processes

• Equality and inclusion matters

• Administrative processes

• Service delivery

If other public bodies are investigating aspects of the complaint (e.g., the police, local authority safeguarding teams, or Tribunals), this may impact our ability to adhere to standard timescales or result in this procedure being suspended until those public investigations have concluded. If a complainant commences legal action against Eudaiton Education, we will consider suspending the complaints procedure until those legal proceedings conclude.

4. Complaints Not Covered by this Policy

The following matters should be dealt with under separate procedures:

Safeguarding Concerns

Any concern involving:

• Abuse

• Neglect

• Exploitation

• Radicalisation

• Child protection

• Vulnerable adults

must be reported immediately under the Safeguarding Policy (https://www.eudaitoneducation.co.uk/safeguarding-policy). For serious concerns, complainants should contact the local authority designated officer (LADO) or the Multi-Agency Safeguarding Hub (MASH). 

Safeguarding concerns will take priority over the complaints process.

Whistleblowing Matters

Concerns involving:

• Fraud

• Criminal activity

• Serious misconduct

• Regulatory breaches

should be reported under the Whistleblowing Policy (https://www.eudaitoneducation.co.uk/whistleblowing-policy). The Secretary of State for Education is the prescribed external person for education-sector whistleblowers. Referrals can be made at www.education.gov/contactus. 

Data Protection Matters

Requests relating to:

• Personal data

• Data access requests

• Data breaches

may be handled under the Data Protection Policy (https://www.eudaitoneducation.co.uk/privacy-policy).

5. Principles

All complaints will be handled in accordance with the following principles:

Fairness

All parties will be treated fairly and impartially.

Timeliness

Complaints will be dealt with as quickly as reasonably possible.

Respect

All parties will be treated respectfully.

Confidentiality

Information will only be shared where necessary.

Improvement

Lessons learned will be used to improve services.

6. Informal Resolution

Where possible, concerns should first be raised informally.

Many concerns can be resolved quickly through discussion and clarification.

Informal concerns may be raised by:

• Email

• Telephone

• Written correspondence

The aim is to resolve concerns within 10 working days where possible.

7. Formal Complaints Procedure

A concern may be defined as 'an expression of worry or doubt over an issue considered to be important for which reassurances are sought'.

A complaint may be defined as 'an expression of dissatisfaction however made, about actions taken or a lack of action'.

It is in everyone's interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure.

If a concern cannot be resolved informally, a formal complaint may be submitted.

Formal complaints should include:

• Name of complainant

• Contact details

• Description of the complaint

• Relevant dates

• Individuals involved

• Supporting evidence (if available)

• Desired outcome

Complaints should be submitted to:

Taleisha Hutton

Director

admin@eudaitoneducation.co.uk

07831553354

Time Scales

You must raise a complaint within three months of the incident, or where a series of associated incidents have occurred, within three months of the last of these incidents. Eudaiton Education will only consider complaints made outside of this timeframe if exceptional circumstances apply.

8. Complaint Stages

Stage 1 – Acknowledgement

The complaint will normally be acknowledged (letter or email) within:

7 working days

The acknowledgement will confirm:

• Receipt of the complaint

• Next steps

• Expected timescales

Within this response, the Client Manager will seek to clarify the nature of the complaint, what remains unresolved, and the desired outcome. The Client Manager will consider whether a face-to-face meeting is the most appropriate way forward.

Stage 2 – Investigation

An investigation may include:

• An interview of both parties

• Reviewing records

• Reviewing communications

• Speaking with relevant individuals

• Reviewing policies and procedures

• Gathering additional evidence

All parties are expected to cooperate fully. Interviewees may be accompanied if they wish, and written records of all meetings will be securely kept

Stage 3 – Outcome

A written outcome will normally be provided within:

20 working days

Where additional time is required, the complainant will be informed and provided with an update and a revised response date.

Possible outcomes include:

• Complaint upheld

• Complaint partially upheld

• Complaint not upheld

• Further investigation required

Actions may include:

• Apology

• Service improvements

• Additional training

• Policy review

• Corrective action

• Contractual action where appropriate

9. Appeals

If the complainant remains dissatisfied, they may submit an appeal within:

10 working days

Appeals should explain:

• Why the original decision is disputed

• Any new information

• Desired outcome

Appeals will be reviewed independently where possible.

A final written response will normally be issued within:

20 working days

The appeal decision will normally be final.

10. Complaints Against Tutors

Complaints concerning tutors may include:

• Professional conduct

• Punctuality

• Communication

• Teaching quality

• Failure to follow company policies

• Professional boundary concerns

Where appropriate, Eudaiton Education may:

• Provide guidance

• Require additional training

• Increase monitoring

• Suspend introductions

• Remove tutors from assignments

• Terminate engagement

Serious matters may be referred to external agencies.

11. Complaints Against Staff or Directors

Complaints regarding staff or directors will be investigated objectively and fairly.

Where appropriate, external advice or support may be sought.

If a complaint concerns the Director directly, arrangements may be made for an independent reviewer to consider the matter.

Next Steps (External Escalation)

If the complainant believes Eudaiton Education has not handled their complaint in accordance with this published procedure, or has acted unlawfully or unreasonably under education law, they can contact the Department for Education (DfE) after fully completing the internal stages.

• Online: www.education.gov.uk/contactus

• Telephone: 0370 000 2288

• Address: Department for Education, Piccadilly Gate, Store Street, Manchester, M1 2W

12. Equality and Accessibility

Eudaiton Education is committed to ensuring this procedure is accessible.

Reasonable adjustments may be provided, including:

• Alternative formats

• Additional support

• Flexible communication methods

No individual will be treated less favourably because of a protected characteristic under the Equality Act 2010.

13. Unreasonable or Persistent Complaints

While all complaints are taken seriously, Eudaiton Education reserves the right to manage complaints that are:

• Vexatious

• Abusive

• Harassing

• Repetitive without new evidence

Any decision to restrict communication will be proportionate and reasonable.

14. Record Keeping

Complaint records will be:

• Maintained securely

• Treated confidentially

• Retained in accordance with company retention procedures

Records may include:

• Complaint correspondence

• Investigation notes

• Evidence reviewed

• Outcomes reached

• Actions taken

15. Learning and Continuous Improvement

Eudaiton Education will review complaint trends to identify:

• Areas for improvement

• Training needs

• Policy updates

• Service enhancements

Lessons learned will be incorporated into future practice where appropriate.

16. Related Policies

This policy should be read alongside:

• Safeguarding Policy

• Safeguarding Statement for Families and Children

• Tutor Handbook

• Tutor Code of Conduct

• Professional Boundaries Policy

• Equality, Diversity and Inclusion Policy

• Whistleblowing Policy

• Data Protection Policy

• Online Tuition Policy

17. Monitoring and Review

This policy will be reviewed annually or sooner where:

• Legislation changes

• Regulatory requirements change

• Significant incidents occur

• Operational needs require revision

For questions or concerns about this policy, please contact the Company at:

Eudaiton Education 

Office 1, Izabella House

24-26 Regent Place, City Centre

Birmingham B1 3NJ

admin@eudaitoneducation.co.uk

07831553354

Approval

Approved By: Taleisha Hutton

Position: Director

Organisation: Eudaiton Education (Trading Name of Eudaiton Ltd)

Date: June 2026

Signature: T.Hutton