Compass Culture and Education Ltd.  
3 Union Street, Barnet EN5 4HY  
020 84490119  
enquiries@compassedu.co.uk  
Compass Culture and Education Ltd.  
Complaint Policy  
POLICY STATEMENT  
Compass recognises that there may be legitimate concerns or complaints from students, staff, schools,  
parents or homestays relating to Compass. As a company we encourage these concerns or complaints  
being made known to Compass staff so that they can be addressed in partnership with us, and we can  
continuously improve our service.  
At Compass we:  
o
o
o
o
o
Take all concerns and complaints seriously;  
Make every effort to deal with concerns or complaints informally and at an early stage;  
Resolve all complaints within 28 working days of the complaint being received;  
Ensure that complaints are dealt with in line with the procedures set out in this document;  
Ensure that complaints are resolved either to the complainant’s satisfaction or with an otherwise  
appropriate outcome;  
o
o
o
Ensure that, where appropriate, a full and fair investigation of the issue is undertaken;  
Ensure that no-one, including students, are penalised for making a complaint in good faith;  
Keep a written record, for at least three years, of all complaints, the action taken and at what  
stage they were resolved;  
o
Review regularly at senior management level the written record of complaints and their  
outcomes;  
o
o
Keep confidential all records relating to individual complaints;  
A record of formal complaints and their outcomes is kept by Jessie Chang in electronic copy  
regardless of whether they were upheld.  
PROCEDURE  
Stage 1: Informal Stage  
It is hoped that most concerns or complaints can be resolved informally. A concern or complaint can  
be made in person, in writing or by telephone. They may also be made by a third party acting on behalf  
of a complainant, as long as they have appropriate consent to do so. Concerns should be raised with  
the relevant Compass staff member who will:  
o
o
o
o
Keep a record of the complaint and any action taken;  
Respond to all complaints or concerns within 24 hours;  
Investigate the concern or complaint;  
Report back to the complainant within 7 working days.  
Registered in England No. 9024815  
Compass Culture and Education Ltd.  
3 Union Street, Barnet EN5 4HY  
020 84490119  
enquiries@compassedu.co.uk  
If the issue remains unresolved, the next step is to make a formal complaint.  
Stage 2: Formal Stage  
If the complainant is not satisfied with how the complaint has been handled, they can make a formal  
complaint. This should be sent in writing to Jessie Chang or if it is about Lucy Jin or Jessie Chang. They  
will:  
o
o
o
Keep a record of the complaint and any action taken;  
Respond initially to the complainant within 24 hours;  
Investigate the concern or complaint – this may take some time but in any event they  
will keep the complainant informed of progress made;  
o
o
Report back to the complainant formally in writing no later than 28 working days;  
If the issue remains unresolved, the next step is to refer the matter to AEGIS.  
Stage 3: Referral of the matter to AEGIS  
If complainants are not satisfied with the outcome as decided by Compass, they can contact AEGIS  
toreport their concerns if they wish to do so. Relevant contact details are set out below:  
Yasemin Wigglesworth  
Executive Officer Association for the Education and Guardianship of International Students (AEGIS)  
The Wheelhouse,  
Bond’s Mill Estate,  
Bristol Road,  
Stonehouse,  
Gloucestershire,  
GL10 3RF  
+44 (0) 1453 821293  
www.aegisuk.net  
REVIEW  
We are committed to reviewing our policy and good practice annually.  
This policy was last reviewed on: 23 Aug 2024  
Signed: Tina Liu  
Registered in England No. 9024815