Complaints Policy
1. Purpose & Scope
This policy describes how Green Labyrinth handles complaints arising from the delivery of our services. It is designed to be consistent with those of the Department for Education and the Student Loans Company (SLC).
A complaint is an expression of dissatisfaction concerning our actions, omissions, or service standards only.
This policy applies to all students, employers, staff, or third parties interacting with our services.
In handling complaints, Green Labyrinth commits to:
Observing our Equality, Diversity & Inclusion Policy to ensure no one is inadvertently disadvantaged.
Respecting and integrating our Appeals Policy where overlaps occur.
Ensuring stakeholders are aware of both Green Labyrinth’s process and external complaint routes (e.g. awarding bodies, SLC, DfE).
Complying strictly with the complaints procedures of relevant awarding bodies.
Seeking timely, fair, and proportionate resolutions at the earliest possible stage.
2. Who May Complain & Timing
Anyone may lodge a complaint—including students, employers, or authorised third parties. We will also allow third-party complaints only where expressed permission is granted by the affected person.
Where a third party complains on behalf of someone, we will require consent in writing, and will only provide personal data with the express permission of the individual.
Complaints should be submitted as soon as possible after the event or after becoming aware of the issue.
If the complaint is submitted more than 12 months after the event or when it could reasonably have been discovered, Green Labyrinth will only consider it if there are valid reasons for the delay and if a fair investigation is still possible.
If a complaint is rejected due to late submission, we will provide the complainant with a written explanation of why.
3. How to Make a Complaint
To facilitate prompt and thorough handling of a complaint, the complainant should supply:
Name and contact details
A clear, concise description of the issue
Details of prior communications or attempts to resolve
Copies of supporting documents (letters, emails, reports)
Complaints must be submitted to the Quality Manager via complaints@greenlabyrinth.co.uk.
4. Complaint Handling Procedure
4.1 Acknowledgement & Intake
Within 5 working days of receipt, the Quality Manager (or nominated person) will acknowledge the complaint in writing (or by email), confirming receipt and outlining the next steps.
In that acknowledgement, we will specify whether the complaint falls within the scope of this policy or whether it should be redirected (e.g. to an appeal route or external body).
4.2 Investigation & Resolution
Green Labyrinth aims to complete investigations within 30 working days of acknowledgement.
If the matter is complex or cannot be resolved in that timeframe, we will send the complainant a progress update and revised timeline.
Where needed, a meeting may be held, involving:
The Quality Manager and/or a Director
The complainant (and, optionally, a friend or supporter)
A representative of any employer or individual named in the complaint
The Quality Manager and/or a Director
The complainant (and, optionally, a friend or supporter)
A representative of any employer or individual named in the complaint
Confidential, accurate records will be maintained of all meetings, decisions, and communications.
4.3 Outcome & Report
At the end of the investigation, the complainant will receive a final written response, containing:
The outcome (upheld, partially upheld, or not upheld)
The reasons for this decision
Details of compensation or redress, if applicable
Clear guidance on further escalation routes, should the complainant remain dissatisfied
5. Escalation & Independent Review
If a complainant is dissatisfied with the decision:
Internal Review
They may request a review by the Managing Director. This stage is the final internal process.
They may request a review by the Managing Director. This stage is the final internal process.
External Referral / Independent Adjudicator
Should the complainant believe that impartiality is compromised, or if they remain unhappy after internal review, they may refer their complaint to:
The relevant Awarding Organisation
The Department for Education (DfE) or the Student Loan Company (SLC) as applicable, particularly if the complaint pertains to funding or contract compliance
In some contexts, to a designated Independent Assessor or Ombudsman
If applicable under regulatory rules, to a sector-specific ombudsman or external complaints scheme
Should the complainant believe that impartiality is compromised, or if they remain unhappy after internal review, they may refer their complaint to:
The relevant Awarding Organisation
The Department for Education (DfE) or the Student Loan Company (SLC) as applicable, particularly if the complaint pertains to funding or contract compliance
In some contexts, to a designated Independent Assessor or Ombudsman
If applicable under regulatory rules, to a sector-specific ombudsman or external complaints scheme
We will provide complainants with the necessary contact details to facilitate escalation.
Example contact (for DfE):
Complaints Team
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT
6. Time Limits & Binding Stages
Green Labyrinth aims to resolve complaints internally within 30 working days (or appropriately extended with notice).
Where a complaint is not resolved within 8 weeks, the complainant may escalate to an external body or ombudsman (paralleling procedures in certain sectors for complaints handling).
Decisions at the final external level (e.g. Independent Assessor or Ombudsman) are binding on Green Labyrinth, though not on the complainant’s legal rights.
7. Record-Keeping, Monitoring, and Reporting
All complaints, decisions, and remedial actions will be logged in a central complaints register for oversight.
Trends, root causes, and lessons learned will be analysed quarterly and reported to senior management.
We will use complaints data for continuous improvement, strengthening policies, staff training, and service delivery.