COMPLAINTS
Our complaints policy
We welcome any feedback on our programmes and this includes any complaints that you have. When something goes wrong, we need you to tell us about it. This will help us to improve our service.
In the first instance we would recommend raising the matter with the organising school or group. If you have a complaint as an individual accessing our services, please contact us with the details:
By email: info@highpoints.co.uk
By phone: 07794 639825 / 07721 070919
What will happen next?
We will send you an acknowledgement of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. All appropriate information will be gathered, both from the complainant and all staff/instructors involved.
We aim to resolve your complaint straight away but if we can’t, then we will write to you within three working days to tell you:
Why we have not resolved your complaint
Who is dealing with your complaint
When we will contact you again.
We will keep you informed on a regular basis but if you need an update please call us on 07794 639825 / 07721 070919.
If we can’t agree a solution with you within eight weeks, we will:
- Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.·
- Issue our final decision letter which will explain our final position.
Any party making a complaint against High Points regarding operation of a DofE programme has the right to inform their Regional Office at any point. Please find contact numbers/emails via the DofE website: www.dofe.org
High Points management team will inform the following of any serious complaints received:
Teacher/group leader or school link teacher – whichever is most appropriate;
Regional DofE co-ordinator or DofE Expedition Panel if appropriate;
DofE Head Office if appropriate.
Please be assured that any complaints will be treated with the strictest of confidence and professionalism and will be taken seriously.