Complaints Policy

Clear, fair, and supportive procedures for raising and resolving concerns.

Summary

The British Guardianship Complaints Policy outlines how students, parents, host families, partners, agents, and staff can raise concerns about services, communication, behaviour, or decisions. Complaints can be made by phone, email, or in writing, and are handled through a three‑stage process: Stage 1 frontline resolution, Stage 2 investigation, and Stage 3 review/appeal. Safeguarding concerns follow a separate procedure. The policy ensures accessibility, confidentiality, fairness, and protection for anyone raising a complaint. Clear timescales guide responses, and unresolved matters may be escalated to AEGIS. Records are securely maintained in line with GDPR, and emergency contacts are provided for urgent support.

To make sure this policy always reflects the highest standards of student care, it is reviewed and updated every year in line with UK safeguarding requirements and the standards set by our accrediting bodies, AEGIS and the Boarding Schools' Association (BSA). This annual review ensures our approach keeps pace with changes in legislation, official guidance, and best practice, including the evolving nature of online risks, so that students, parents, and schools can be confident our procedures remain current and effective.

Published: 3rd March 2026
Review Date: 3rd March 2027

 

Download Full Policy

Please note that the version published on this website serves as a summary only. For complete guidance and procedures, please refer to the full Complaints Policy, which is available to download below.