Complaints Policy

 

1. Introduction

Skywise Educational Guardianship UK Ltd recognises that students, parents, host families, schools, agents, staff, and other partners may, from time to time, have legitimate concerns, complaints or grievances regarding aspects of our service or activities. We encourage all such concerns to be raised with us at the earliest opportunity so that they may be addressed constructively and collaboratively.

This policy outlines our commitment to handling all complaints fairly, efficiently and transparently, in accordance with standards set by AEGIS (Association for the Education and Guardianship of International Students).

 

2. Our Commitment

Skywise Educational Guardianship UK Ltd:

●      Takes all concerns and complaints seriously.

●      Encourages early, open communication to resolve issues swiftly.

●      Aims to resolve all complaints within 28 working days of receipt.

●      Commits to fair and thorough investigation of each complaint.

●      Ensures that no one is penalised for making a complaint in good faith.

●      Maintains written records of all formal complaints, actions taken and outcomes, for a minimum of six years.

●      Reviews complaints annually to identify trends and improve services.

●      Keeps all complaint-related information confidential and compliant with UK data protection laws.

 

3. Types of Complaints Covered

This policy applies to complaints or grievances raised by:

●      Parents or legal guardians,

●      Students under our care,

●      Host families,

●      Partner schools,

●      Educational agents,

●      Members of staff or volunteers,

●      Other stakeholders or third parties involved in our services.

Complaints may relate to poor practice, inappropriate behaviour, communication issues, contract concerns, or dissatisfaction with our services.

 

4. Stage 1 – Informal Resolution

Where appropriate, concerns should first be raised informally with a relevant staff member or line manager. We aim to resolve informal issues quickly and amicably.

●      Complaints can be submitted orally, by email, or via our emergency contact line.

●      A member of senior staff will keep a written record of all correspondence, discussions, and action taken.

●      We aim to resolve informal concerns within 5 working days.

●      If the matter is not resolved satisfactorily, or if the issue is more serious, it should proceed to Stage 2.

 

5. Stage 2 – Formal Complaint

If informal resolution is not possible or satisfactory, a formal written complaint should be submitted to the Director or CEO at:

●      Email: info@skywisegroup.com

●      24/7 Phone: 07792 766 329

●      Office Address: 35 Grantshill Crescent, Ilford, IG2 6TS, United Kingdom

Upon receipt:

●      A written acknowledgement will be sent within 48 hours, which may include a holding response if further investigation time is needed.

●      A senior manager or the CEO will investigate the matter, reviewing all relevant documentation and speaking with involved parties.

●      A formal written outcome will be provided within 28 working days of the complaint being received.

All formal complaints will be recorded and managed confidentially.

6. Stage 3 – External Review (AEGIS)

If the complaint cannot be resolved internally, it may be referred in writing to the Chief Executive Officer or Chair of the Trustees at AEGIS.

Please complete and return your complaint to one of the following:

●      Chief Executive Officer: Yasemin Wigglesworth Email: yasemin@aegisuk.net

●      Chair of the Trustees: Edward May Email: edward@aegisuk.net

Postal Address:
The Wheelhouse, Bond’s Mill Estate
Bristol Road, Stonehouse
Stroud, Gloucestershire
GL10 3RF
Telephone: +44 (0)1453 821293
Website: www.aegisuk.net

 

7. Recording and Confidentiality

●      Head Office will keep a written record of all formal complaints, whether upheld or not.

●      Each record will include: the date of the complaint, the name of the complainant, the student involved (if applicable), a summary of investigations, staff involved, and copies of related correspondence (emails, letters, phone notes).

●      These records are reviewed annually to improve service quality and identify recurring issues.

●      All information is stored in accordance with the Data Protection Act 2018 and UK GDPR, and retained for a minimum of six years.

 

8. Accessibility and Review

This policy is:

●      Publicly available on our website: www.skywisegroup.com

●      Provided upon request in alternative formats, and

●      Reviewed annually to ensure effectiveness and compliance with AEGIS standards.

 

 

Last Reviewed: Katherine Lee  01/03/2025

Next Review Due: 01/03/2026