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Complaints Policy

Merit Education

Complaints Policy

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Merit Education is committed to providing a high level service to our customers. If you do not receive a satisfactory service from us we welcome you to speak with us about it. This will enable us to improve our standards.

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Complaints Procedure

If you have a complaint, please contact Paul Hautenne, Company Director, by phone on 0115 697 8185 in the first instance so that we can try to resolve your complaint informally.

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If after an initial phone conversation you remain dissatisfied then please contact Merit Education via email at paul@meriteducation.co.uk

 

Next steps

  1. Merit Education will send you a letter acknowledging your complaint and asking you to explain your issue in as much detail as you are able to provide. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.

  2. We will record your complaint in our central register within 24 hours of having received it.

  3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 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 will take up to 5 days from receiving their reply.

  5. Paul Hautenne will then invite you to meet with him to discuss and hopefully resolve your complaint. She will do this within 5 days of the end of our investigation.

  6. Within 2 days of the meeting Paul Hautenne will write to you to confirm what took place and any solutions agreed with you.

    • If you do not want a meeting or it is not possible, Paul Hautenne will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter.  This will be done within 5 days of completing the investigation.

  7. Finally Merit Education 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.

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

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

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