Rex Hall Associates Complaints procedure

2009-2010

Rex Hall Associates (RHA) is committed to delivering a high level of service to its clients, centres, local authorities and the staff/personnel it is engaged with as a result of the contracts it has been awarded.

In the event of a complaint arising regarding the level of service this should be put into writing to the Executive Associate Rex Hall. This applies to complaints concerning individual members of the consultant team or the organisation itself.

Any complaint will be taken seriously and investigated thoroughly and outcomes will be made available to the complainant in writing. Where a complaint is made against a consultant or administrative staff member it will be investigated by a Lead Associate drawn from a different area of work.

If a complaint is made about a Lead Associate it will be investigated by the Executive Associate or his deputy.

If a complaint is laid against the  Executive Associate or the organisation as a whole RHA will appoint an independent arbiter with an appropriate knowledge of education consultancy. 

Any complaint should be received within 10 working days of the incident.

RHA will respond in writing within 15 working days of receipt of the complaint.

This policy will be reviewed annually.

If you don't feel you can take your complaint to RHA you can complain directly to the DCSF contract team, for the attention of Richard Page at the following address:

FAO: Richard Page
Playing for Success
2nd Floor
Sanctuary Buildings
Great  Smith Street
SW1H 9NA

Rex Hall 

Rex Hall Associates Ltd

17.08.09