COMPLAINTS PROCEDURE

 

Overview

Yellow Wood Education and Wellbeing Ltd is committed to listening to, understanding, and learning from your concern or complaint. We aim to respond in a timely and appropriate fashion to resolve any complaint as swiftly as possible.  

 

I have a general complaint relating to Yellow Wood Ltd.

In the first instance, please write to us with details of your complaint to info@yellowood.org.uk.  If you have not received a reply within three working days, please escalate your complaint to a director at tom@yellowood.org.uk. 

 

I have a complaint about the behaviour of a Yellow Wood Ltd employee or volunteer.
  • If your complaint concerns any aspect of the safety and safeguarding of children and young people, please follow the procedure outlined in our Safeguarding Policy also found on our website.
  • If your complaint does not relate to a safeguarding matter, please write to us with details of your complaint at info@yellowwood.org.uk.   If you have not received a reply within three working days, please escalate your complaint to a director at tom@yellowood.org.uk. 

 

I believe that the company, or someone connected to the company
  • is committing fraud or running scams
  • has sold me a faulty product or service
  • owes me money
  • files late or fraudulent documents
  • is evading tax
  • is causing harm to its suppliers or customers

In this case you can use the government online guide to reporting complaints, found at www.gov.uk/complain-company.  You will also find guidance on other avenues of statutory complaint at the same webpage.

 

I am a volunteer or employee and I would like to make a complaint.

We would like to hear your complaint openly and acknowledge your concerns.  To ensure this, please write to info@yellowwood.org.uk.  You may wish to speak to one or other of the directors, but we recognise that in a small company you may wish to speak with someone independent of the directors to share your concerns.  If so, please make this clear in your email and we will facilitate access to a third party.  In the event of a dispute we will commit to engaging in mediation with that third party with the aim of a swift resolution to your complaint.