Our Commitment to You
At Wexford Educare, we are committed to providing excellent service to all our students. However, we understand that there may be occasions when you feel our service has not met your expectations. We take all complaints seriously and aim to resolve them promptly and fairly.
How to Make a Complaint
Informal Resolution
We encourage you to first raise your concern directly with the staff member or consultant you have been working with. Many issues can be resolved quickly through direct communication.
Formal Complaint
If the issue is not resolved informally, or you prefer to make a formal complaint, please submit your complaint in writing. Include your name, contact details, a clear description of the issue, when it occurred, and what resolution you are seeking.
Acknowledgement
We will acknowledge receipt of your complaint within 2 working days and provide you with a reference number.
Investigation
We will thoroughly investigate your complaint and aim to provide a full response within 10 working days. If we need more time, we will keep you informed of our progress.
Resolution
Our response will explain our findings, the actions we have taken or will take, and any steps to prevent similar issues in the future.
What to Include in Your Complaint
To help us handle your complaint efficiently, please provide:
- Your full name and contact details
- Your student reference number (if applicable)
- A clear description of the issue or concern
- The date(s) when the issue occurred
- Names of any staff members involved
- Any supporting documents or evidence
- What outcome or resolution you are seeking
Our Response Timescales
- Acknowledgement: Within 2 working days
- Full Response: Within 10 working days
- Complex Cases: Up to 20 working days (we will keep you updated)
If You're Not Satisfied
If you are not satisfied with our response, you can request a review by our senior management team. Please clearly explain why you remain dissatisfied and what further action you would like us to take. We will review your case and provide a final response within 15 working days.
How to Contact Us
Phone
+44 20 3375 9568Address
129 Mile End Road
London, E1 4BG
United Kingdom
Office Hours
Monday – Friday: 9:30 AM – 5:30 PM
Data Protection
All complaints are handled in accordance with our Privacy Policy and data protection regulations. We will only use your personal information to investigate and respond to your complaint.
Last updated: January 2025