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Complaints Policy

Everything you need to know

Last updated 23 January 2024

1. Overview

We welcome all feedback from our customers and although we hope that our customers won’t have cause for complaint we do understand that at times you may wish to contact us to discuss concerns that you may have about our services. 

This policy set out how you can contact us to make a complaint and how we will deal with any complaint you make.

2. Who we are and how you can contact us

2.1 The School Trip is operated by The School Trip Group Ltd and you can see details of how to contact us below:

Person responsible for handling complaints: Director

Address: Forma House, 40 Bowling Green Lane, London, EC1R 0NE

Email address: hello@theschooltrip.co.uk

Phone number: 020 8064 0974

3. When to contact us

3.1 A complaint can cover any element of the services that we provide and can also relate to:

  • things that our staff have or haven’t done
  • the level of service provided by us or any of our staff
  • the quality of the services that we have provided
  • the timing of delivery of the services that we have provided

3.2 You may want to contact us for other reasons such as to arrange a return of a product or ask for more information about the products and/or services that we provide and you can do so by emailing hello@theschooltrip.co.uk or calling 020 8064 0974.

4. What information to provide in relation to a complaint

Please provide as much information as possible when making a complaint and in particular:

4.1  Your name, address, telephone number and email address together with details of the method that you would be preferred to be contacted by in discussing your complaint.

4.2 Details of the services that you are complaining.

4.3 If your complaint relates to a particular member of our staff please provide the name or other information to help us identify them.

4.4 Any documentation that relates to your complaint such as invoices, receipts and/or orders.

4.5 Any further information in relation to your complaint and details of how you would like to see the complaint resolved.

5. How we will handle your complaint

5.1 The process that we follow in handling complaints is set below:

  • Acknowledge receipt of complaint – 1 working day
  • Internal investigation – 5 working days
  • Contact customer for further information if required – During the internal investigation or within 3 working days afterwards
  • Contact customer to discuss outcome of the investigation, the proposed resolution and confirm in writing – Within 3 working days of the completion of the investigation

5.1.1 If you do not agree with the resolution to and with to escalate and/or appeal, please contact us within 5 working days of the written confirmation of the outcome of the investigation above.

5.1.2 After which point, we will review the complaint and contact you, the customer, to discuss further. This will be completed within 2 working days of escalation of a customer complaint.

5.1.3 We will confirm outcome of the review and decision in relation to the complaint/actions to be taken in writing within 5 working days of contacting customer.

5.2  Please note that while we will endeavour to resolve your complaint within the timescales indicated above, this might not be possible due to the nature or complexity of your complaint or where we are not able to contact you for further information, for example.  In these circumstances, we will keep you informed of the timescales we are working to.

6. Confidentiality and data protection

6.1 We will ensure that all complaints are dealt with confidentially and information you provide will only be shared with individuals that we need to discuss your complaint with during the process outlined at 5 above.

6.2 If we would like to share details of your complaint for any other reason (such as staff training) we will ensure the details shared do not identify you.

6.3 Any personal data that we collect during handling your complaint will be held in accordance with the relevant data protection legislation and our privacy policy which can be found https://theschooltrip.co.uk/privacy-policy/

7. Policy Updates

This policy was adopted on 25 November 2022.  Our Director has overall responsibility for this complaints policy and ensuring that it is regularly reviewed and updated if necessary.