Complaints Policy
Home Complaints Policy
Parents/guardians are encouraged to address any complaints or concerns regarding the quality of service provision by first speaking with a Manager. If they remain unsatisfied or prefer not to discuss their concerns with a Manager, they can contact White Collar’s Central Team at info@whitecollartutors.com. The Central Team will investigate the matter and escalate it to the appropriate staff member. While we strive to resolve complaints fairly and promptly, cases requiring further investigation will receive written acknowledgment within 7 working days, with further feedback provided within 28 days of the initial complaint.
Any complaint made in writing or via email that pertains to the Requirements of the Voluntary Childcare Register (in England) will be thoroughly investigated.
All complaints will be fully addressed within 28 days of receipt, including a written response detailing the findings of the investigation and any actions taken.
White Collar maintains a record of complaints in an electronic, editable format, which includes:
Summaries of complaint reports (with data protection measures in place) are available to parents/guardians and Ofsted upon request.
Complaint records are retained for three years under Ofsted requirements and stored in the centre’s Compliance One Drive Complaints Folder.
If a complainant is not satisfied with the final decision or wishes to escalate the matter before contacting the management team, they may take their complaint directly to Ofsted.
Ofsted Complaints Line: +447564870155
At White Collar, we are committed to fostering an inclusive environment that upholds respect, dignity, and British values, in alignment with our Equal Opportunities policy. Our staff strive to create a welcoming atmosphere where everyone is heard and treated as an individual.
Respect is a core value that we promote in all our learning sessions, and we ask the same of our customers. Aggressive or abusive behavior toward our staff will not be tolerated. If such behavior occurs, our staff will politely and respectfully request that it stop, in accordance with our conduct policy. If the behavior persists, staff have the right to end the conversation and remove themselves from the situation.
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