At Bright World we:
· Take all concerns and complaints seriously.
· Make every effort to deal with complaints informally and at an early stage, in the spirit of partnership.
· Resolve all complaints within 28 working days of the complaint being received.
· Ensure that complaints are dealt with in line with the procedures set out in this document.
· Ensure that complaints are resolved either to the complainant’s satisfaction or with an otherwise appropriate outcome which balances the rights and duties of pupils, suppliers and staff.
· Ensure that, where appropriate, a full and fair investigation of the issue is undertaken.
· Ensure that no-one is penalised for making a complaint in good faith.
· Keep a written record, for at least three years, of all complaints, the action taken and at what stage they were resolved.
· Review regularly at senior management level the written record of complaints and their outcomes
· Keep confidential all records relating to individual complaints.
· A record of formal complaints and their outcomes is kept by Lana Foster, Managing Director in electronic copy.
Host families are also free to make a complaint to AEGIS if they so wish. Relevant contact details are set out below.
Yasemin Wigglesworth, CEO, AEGIS, The Wheelhouse, Bond’s Mill Estate, Bristol Road, Stonehouse, Stroud, Gloucestershire GL10 3RF
01453 821293 yasemin@aegisuk.net
If you have an emergency situation involving a student then please immediately call the 24/7 emergency phone on 01273 836060, where someone will be able to help you. The emergency phone line is to deal with issues that are not able to wait until the next working day.
An emergency situation could be anything from a student going missing, student illness, drink or drug related issues, police related incidents or mental health issues. If in doubt host families should always call the emergency phone and the on call member of staff will then decide a plan of action from there
Bright World Guardianships Ltd
Forge House
105 Hight Street
Hurstpierpoint
West Sussex
BN6 9PU