Complaints Procedure

What if I have a complaint?

We are committed to doing everything we can to make your programme as enjoyable as
possible. Our policy is to listen to students and to be approachable and supportive at all times.
We are always pleased to hear any suggestions or feedback you have, however if you wish to
make a complaint the procedure is as follows:

• You will have the opportunity to talk to your Programme Leader during allocated times at the
  beginning, throughout and at the end of each day. You may discuss any problem or complaint
  you have.
• If you cannot speak about your problem, you can put your problem in writing and give the letter
  to any member of staff you trust. You can also email us at hello@school.exchange If you are still
  not happy, you can speak with or email our Director within 2 weeks of the programme end:
  tom@school.exchange We will then arrange for you to meet in person with our Director to
  discuss your complaint.

If you are still unhappy, you can also contact the BAC within 6 months by taking the following
steps:

1. A detailed letter of complaint, including a full description of the cause for complaint and the
   circumstances in which it arose.
2. Copies of all supporting documentation relating to the complaint. A complaints pack with more
   detail is available to download from the BAC website.
3. Please send to: British Accreditation Council, Wax Chandlers’ Hall, 6 Gresham Street,
   London EC2V 7AD
4. BAC phone number: 0300 330 1400, email: info@the-bac.org

See more on their website: https://www.the-bac.org/bac-complaints-procedure/