Service standards
Complaints Policy
Grierson Teacher Coaching aims to handle concerns fairly, promptly and professionally.
Purpose
This policy explains how teachers, school leaders, schools and partner organisations can raise a complaint about the coaching service or platform experience.
How to Submit a Complaint
Complaints should be submitted in writing using the contact details provided during onboarding or in the relevant service agreement. Please include your name, organisation where relevant, a clear description of the concern and any supporting information.
Investigation Process
Complaints will be reviewed by an appropriate member of the team. We may request further details, review relevant records and speak with those involved before reaching a conclusion. Information will be handled with care and shared only where necessary.
Resolution Times
We aim to acknowledge complaints within five working days and provide a response within twenty working days. If a complaint is complex or requires more time, we will explain the reason for the delay and provide an updated timescale.
Contact Information
Complaints should be raised through the contact channel supplied during onboarding, in your coaching agreement or through the school or organisation that commissioned the service.