Complaints Policy

Choice Teachers is committed to providing a high level service to our customers and workers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact Natalie Pasquill, HR Director, by phone 01942 670745 in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied please contact

North England Division

Mark Pasquill, Managing Director at 26 Union Street, Leigh, Greater Manchester, WN7 1AT

South England Division

Nick Mills, Managing Director at 1 Croft Chambers, 11 Bancroft, Hitchin, SG5 1JQ

Next steps:

1. We will send you a letter acknowledging your complaint and, if necessary, ask for further details. We will also advise you of who will be dealing with your complaint and if no further details are needed, what will happen next. This letter will be sent within 3 days of us receiving your complaint.
2. We will record your complaint in our central register within a day of having received it.
3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. Our acknowledgement letter will be sent within 3 days of your reply.
4. We will then start to investigate your complaint. This will normally involve the following steps;
   • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
   • We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This examination of all the information may take up to 4 days from receiving their reply.
5. We will then invite you to a meeting to discuss and resolve your complaint. We will do this within 5 days of the end of our investigation.
6. Within 2 days of the meeting we will write to you to confirm what took place and any solutions he has agreed with you.
   • If you do not want a meeting or it is not possible, we will send out a detailed reply to your complaint. This will include our suggestions for resolving the matter. We will do this within 5 days of completing our investigation.
7. At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a member marked for the attention of the Consultancy and Compliance Team, REC, 20 Queen Elizabeth Street, London, SE1 2LS

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.