Your right to complain

What counts as a complaint?

We define a complaint as a situation or instance where either an individual or organisation considers Cornerstones Education Ltd to have fallen short of their reasonable expectations.

This includes:

  • The standard of service you expect from us.
  • An issue with one of our products.
  • The behaviour of employees delivering that service.

Any action, or lack of action, by employees or third parties working on our behalf.

Cornerstones Education Ltd takes all complaints seriously and is committed to resolving them quickly with respect and sensitivity.

All complaints received will be dealt with confidentially and in accordance with the Data Protection Act, subject to the need to disclose information as required by statutory authorities, and/or as a result of statutory, legal or parliamentary obligations.

 

How can I make a complaint?

Cornerstones Education Ltd views all legitimate complaints positively as they are one of the ways in which can improve our products and services and the quality of everything we do.

Complaints can be submitted by:

Telephone:       03333 20 8000

Email:                   dataprotection@cornerstoneseducation.co.uk

Post:                     

Online Security and Support Manager
Cornerstones Education Ltd
Unit 6 Fields End Business Park
Thurnscoe
South Yorkshire
S63 0JF

You must include the following information:

  • Nature of complaint
  • Date of incident
  • Name of parties involved
  • Your contact details

We are not able to respond to anonymous complaints.

 

What can I expect?

Cornerstones Education Ltd has a two-step complaints procedure.

You will receive acknowledgement of your complaint within five working days.

The complaint will be investigated by our Online Security and Support Manager to ensure that all the necessary facts are recorded and understood. Further questions may be asked if necessary.

You will receive a full response within twenty working days.

In the event that a complaint cannot be sent a full reply within 20 working days, for example, if your complaint is complex, we will tell you the reasons why and when we will be able to reply in full, keeping you informed of the process.

Not happy with the outcome?

If the response is accepted, the complaint will be closed, and any resolutions put in place.

However, if the problem persists or you're not happy with the way your complaint has been dealt with, the complaint will be reviewed by the Managing Director.

In the event that the complaint is still not resolved, you have the right to take your complaint to Ombudsman services.

 

Resolutions

Complaint details, outcomes and actions taken are recorded by us and used for improvement to Cornerstones Education Ltd products and services.

We record all complaints we receive and collate data from them to help us understand what types of problems are most prevalent and how well we are doing to resolve them.

We value all feedback and expect to use it to help us to:

  • Get things right in the future if we have not done so already.
  • Improve our customer focus.
  • Be more open and accountable.
  • Act fairly and proportionately.
  • Seek continuous improvement.

We handle any information provided during this process in line with current data protection legislation.