Complaints & Compliments Policy

Last updated: May 2025

Applies to: all Aveea services, programmes, representatives and workshops

Our Aim

At Aveea, we’re committed to delivering high-quality STEM experiences. We welcome all feedback - positive or negative - because it helps us improve, build trust, and stay aligned with our values.

But we also protect our team. This policy sets clear boundaries for raising concerns respectfully, constructively, and in good faith.

What This Policy Covers

  • How we handle compliments and complaints

  • What’s expected of those making a complaint

  • Our investigation process and limits

  • How we use feedback to improve

This applies to anyone interacting with Aveea - including parents, students, school staff, the public, and third-party partners.

Definitions

  • Compliment: Any positive feedback about Aveea’s staff, workshops or services.

  • Complaint: Any expression of dissatisfaction - regardless of how it’s expressed (email, phone, social media, etc.). Staff are trained to recognise complaints even if the word isn’t used.

Our Commitments

When a complaint is raised respectfully and appropriately, Aveea will:

  • Acknowledge it within 7 working days

  • Treat it seriously and confidentially (where possible)

  • Investigate and respond within 28 days

  • Offer explanations, apologies or actions if appropriate

  • Use patterns in complaints to improve how we work

We aim to resolve minor concerns informally and quickly. Where this isn’t possible, we follow a formal process.

Limits & Protections

To maintain fairness for all, Aveea:

  • Reserves the right to dismiss complaints that are abusive, unfounded or made in bad faith

  • Will not re-investigate the same issue repeatedly unless new evidence is provided

  • Requires all formal complaints to be made in writing (email or letter)

  • Will not investigate complaints made more than 8 weeks after an incident, unless there are exceptional circumstances

  • Will protect staff from targeted or repeated personal complaints where no breach of conduct has occurred

Raising a complaint will never affect a student’s ability to take part in Aveea workshops or services.

Informal Concerns

If you’re dissatisfied, we encourage you to raise it with the relevant team member or email info@aveea.org as early as possible. Many concerns are resolved quickly at this stage.

Formal Complaints

If your concern cannot be resolved informally:

  • Email info@aveea.org with the subject line “Formal Complaint”

  • Please include:

    • Your name and contact details

    • Date and time of the incident

    • Clear description of the concern

    • Any actions already taken

    • What outcome you’re seeking

Formal complaints must be submitted in writing to ensure clarity, fairness and accountability.

Internal Review Process

Once received:

  • The complaint will be acknowledged within 7 working days

  • It will be reviewed by the appropriate team: HR, SLT or the Board (depending on subject)

  • You will receive a written outcome within 28 days - or a written update if more time is needed

  • Final escalations to the Board of Directors will be reviewed within the same timeline. Their decision is final

Confidentiality

We maintain confidentiality wherever possible. However, some cases - such as those involving safeguarding or legal risk - may require limited information sharing. This will always be explained to you first.

Compliments

Positive feedback makes a difference to our team.

  • Compliments are logged and shared with relevant staff

  • You can send them to info@aveea.org using the subject line “Compliment”

Internal Monitoring

Aveea tracks complaint patterns internally to improve service quality. Themes may include communications, photo consent, SEND provisions or workshop delivery - and are reviewed by leadership termly.

Other Policies