1. Purpose
Inspired Ed aims to provide a supportive, responsive and reliable distance-learning service across all three of its offers:
- AQA Registration and Assessment Only
- Fully Resourced Distance Learning
- The Activity Box Programme
Inspired Ed welcomes feedback and encourages families to raise concerns as soon as possible. Where something is not working as expected, Inspired Ed will seek to resolve the matter promptly, fairly and respectfully.
2. Raising a Concern
Most concerns can be resolved through straightforward communication.
Parents or carers should contact Inspired Ed by email and provide:
- A clear explanation of the concern
- Any relevant dates or details
- The outcome they would like to see, where appropriate
Inspired Ed will normally respond within five working days.
3. Making a Formal Complaint
Where a concern cannot be resolved informally, a formal written complaint may be submitted by email.
Inspired Ed will:
- Acknowledge the complaint within three working days
- Review the complaint and any relevant information
- Consider any evidence provided
- Provide a written response within 15 working days
Where additional time is required because of the complexity of the complaint, Inspired Ed will explain this clearly and provide an updated response timeframe.
4. Possible Outcomes
The outcome of a complaint will depend on the circumstances and may include:
- Adjustments to digital learning resources or activity boxes
- Clarification of communication, responsibilities or expectations
- Changes to policies, procedures or working practices
- A formal apology
- No further action, with a clear explanation of the reasons
Where appropriate, Inspired Ed may also explain any steps being taken to prevent a similar issue from happening again.
5. Review and External Escalation
Inspired Ed is operated as a sole-provider service and therefore does not have a separate internal escalation stage.
Where a family remains dissatisfied, they may request that the complaint and response are reviewed. Inspired Ed will reconsider the available information and provide a final written response.
Families may also seek advice or assistance from an appropriate external organisation, depending on the nature of the complaint. This may include:
- The relevant local authority
- A local Special Educational Needs and Disabilities Information, Advice and Support Service
- A commissioning organisation
- Safeguarding services, where relevant
- Any other appropriate regulatory, educational or professional body
6. Safeguarding Concerns
Complaints involving a safeguarding concern will be dealt with in accordance with Inspired Ed’s safeguarding procedures.
Where there is an immediate risk of harm, the matter may be referred directly to the appropriate safeguarding authority or emergency service.
Safeguarding matters may take priority over the normal complaints timescales where urgent action is required.
7. Record Keeping and Confidentiality
Inspired Ed will keep a secure record of formal complaints, investigations, responses and outcomes for three years.
Safeguarding-related complaints will be stored separately and retained in accordance with applicable statutory guidance.
Complaint information will be treated confidentially and shared only where:
- It is necessary to investigate or resolve the complaint
- It is necessary to protect a learner or another person
- Disclosure is required by law
- Information must be shared with a commissioning body or relevant authority
Personal data relating to complaints will be handled in accordance with Inspired Ed’s GDPR and Data Protection Policy.
8. Fair Treatment
No learner, parent or carer will be treated unfairly or disadvantaged because they have raised a genuine concern or complaint.
Inspired Ed expects all parties involved in a complaint to communicate respectfully. Abusive, threatening or discriminatory behaviour will not be accepted and may affect how further communication is managed.