Complaints Policy and Procedure

This policy and procedure outlines to Bright World Staff the internal process for handling complaints
from a number of sources i.e. student/parent, agent, parent, host family, and the options open to the complainant to have their complaints reviewed
externally by the Association for Education and Guardianships of International Students (AEGIS).

Policy

• Bright World recognises that there may be legitimate concerns or complaints from students, staff, schools, partners or
  host families relating to Bright World Guardianships. As a company we encourage these concerns being
  made known to Bright World staff so that they can be addressed in partnership with us, and we can
  continuously improve our service.
• Bright World Guardianships accepts complaints from students, parents, agents and host families in relation
  to student travel, host family stays, or any other issues which are directly involved in the guardianship care
  provided by the company.

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.
• Ensure that, where appropriate, a full and fair investigation of the issue is undertaken.
• Ensure that no-one, including pupils, are 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.

Student, Parent or Agent Complaints Procedure

1. If a student, parent or agent wishes to make a complaint they can contact a member of Head Office (for
example the Guardianship Care Manager – GCM) by email or telephone to discuss the complaint. The staff
member will speak with the parent about their complaint and explain the options which are open.
2. The details of the complaint will be recorded by the staff member using an IBOS Student Record and
opening a new incident. The GCM should take care to log all information carefully including
correspondence relating to the event.
3. The GCM reports the matter to Su Warren, or in her absence, Lana
or James Foster before any action is taken. This person becomes the Senior Manager in charge
of the incident.
4. The Senior Manager who is leading the incident will discuss the complaint with the relevant student’s
GCM, obtaining all related information and a timeline of events, and discuss Lana Foster where necessary.
5. The Complaint Lead will inform the GCM of their reply and timeline of actions to complete. Depending
on the severity of the complaint the reply will be handled by the student’s GCM or Senior Management.
6. The GCM must send a reply to the complainant on the same day as the complaint is received. The reply
could be in the form of a holding email, allowing further time to look into their grievance.
7. A final response will be drafted, acknowledging the complaint and presenting a solution, where possible.
Bright World Guardianships will resolve all complaints within 28 working days of the complaint being
received.

Host Family or Travel Company Complaints Procedure

1. If a host family or travel company wishes to make a complaint they can contact a member of Head
Office (for example the Accommodation and Travel Department – ATM) by email or telephone to discuss the
complaint. The staff member will speak with the person about their complaint and explain the options
which are open.
2. The details of the complaint will be recorded by the staff member using an IBOS Student Record and
opening a new incident. The ATM should take care to log all information carefully including
correspondence relating to the event.
3. The ATM reports the matter to Su Warren, or in her absence, Lana or James Foster, before
any action is taken. This person becomes the Senior Manager in charge of the incident.
4. The Senior Manager who is leading the incident will discuss the complaint with the relevant student’s
ATM, obtaining all related information and a timeline of events. The Senior Manager will discuss the
matter with the GCM or with Lana Foster where necessary.
5. The Senior Manager will inform the ATM of their reply and timeline of actions to complete. Depending
on the severity of the complaint the reply will be handled by the student’s ATM or Senior Management.
6. The ATM must send a reply to the complainant on the same day as the complaint is received. The reply
could be in the form of a holding email, allowing further time to look into their grievance.
7. A final response will be drafted, acknowledging the complaint and presenting a solution, where possible.
Bright World Guardianships will resolve all complaints within 28 working days of the complaint being
received.

Right of appeal – Independent review of complaints

If complainants are not satisfied with the outcome as decided by Bright World, they can contact AEGIS to
report their concerns if they wish to do so. Relevant contact details are set out below:

Yasemin Wigglesworth
Executive Officer Association for the Education and Guardianship of International Students (AEGIS)
The Wheelhouse,
Bond’s Mill Estate,
Bristol Road,
Stonehouse,
Gloucestershire,
GL10 3RF
+44 (0) 1453 821293
www.aegisuk.net

POLICY REVIEWED 1/3/2023