We want to hear your feedback. If you have something good or bad to say, or think we should be doing something differently or you love what we are doing, then we want to hear from you.

We take all feedback very seriously and will treat it as an opportunity to develop, which is why we are always very grateful to hear from anyone.

We know that from time to time mistakes or misunderstandings can happen, but we want to be able to apologise for them, learn from them and try to prevent them happening again. With your help, we can provide a better service.

Get in touch

I have a complaint about the free Helpline service
I have a complaint about the Employee Assistance Programme service

For other complaints please:

Use the contact form

Or write to us at:
Education Support
40a Drayton Park
London
N5 1EW

Please include your name, email, postal address and contact number in any email or letter, so that we can contact you if we need to.

We will investigate the complaint and attempt to resolve it. A response will sent within 10 working days of receiving a written complaint. The response will summarise what investigations have been carried and what action, if any, is proposed to resolve the matter.

Those issues that have not been resolved by this stage may be referred to the Complaints Panel. This panel will comprise of the Chief Executive, a Trustee and the Complaints Manager. The Complaints Manager will inform you that it is being done and will notify you of its decisions within 15 days of meeting.

Who else can help?

We really hope that we will be able to resolve any issues or concerns, but you can also contact the Board of Trustees. Please mark all correspondence private and confidential.

The Chair
Education Support
40a Drayton Park
London
N5 1EW

Charity Commission

For more information on how to make complaints about a charity and who you should speak to, visit the Charity Commission website.

Grants Complaints

Stage 1: If after speaking or writing to the Grants Manager the matter cannot be resolved, you can request an internal review which will be undertaken by the Director of Finance and Operations

Stage 2: If the matter cannot be resolved then the Director of Finance and Operations will refer the matter to the CEO

Stage 3: If the matter cannot be resolved by the CEO a further complaint can be made to the Trustee appointed by the Board with responsibility for the oversight of the grants programme. Their decision will be final.

Please note all grants are made in accordance with the published guidelines and criteria. These are subject to periodic change.

Please note that all awards are discretionary.

When can I expect a response?

Letters of acknowledgment will be made within two working days of receipt of your complaint.

Complaints will be heard as speedily as possible and we will aim to respond within seven working days. You will be notified by email if any significant time delay is likely to occur.

We will thank you for any compliments or comments, and offer a response if we are able to.

What happens next?

We want to make things easier for you, not harder, so we will work with you to address any problems, issues or concerns about the service that you may have.

In the first instance, your complaint will be forwarded to the member of staff designated to dealing with complaints. They will contact you directly to discuss the matter further and get more information about your concerns. In our experience, this is usually easier over the phone, so we will contact you to find a convenient time to talk. Where possible, they will try to resolve the matter in this first phone call. The staff member will keep detailed notes of this discussion.

In more complex situations, particularly involving the Support Line, we may need time to investigate following the initial phone call. In these circumstances, we will agree a time to get back to you during the phone call.