Complaints Procedure

Last updated: 31/01/2026

ASM Academy is committed to providing high-quality, professional services to schools, parents, and students. We value feedback and take all complaints seriously.

This Complaints Procedure explains how concerns or complaints can be raised and how they will be handled.

1. Our Commitment

ASM Academy aims to:

• Resolve concerns promptly and fairly

• Treat all complaints seriously and respectfully

• Learn from feedback to improve our services

• Ensure no individual is treated unfairly for raising a complaint

We are committed to maintaining transparent, respectful, and professional communication when concerns arise.

2. Who Can Make a Complaint

Complaints may be raised by:

• Schools or school representatives

• Parents or legal guardians

• Students (with appropriate support)

• Partner organisations or community partners

3. What Can Be Complained About

Complaints may relate to:

• Service delivery

• Staff conduct or professionalism

• Communication issues

• Programme quality or organisation

• Health, safety, or wellbeing concerns

Any concern relating to the safety or welfare of a child should be reported immediately in line with our Safeguarding Policy.

4. How to Raise a Complaint

Step 1 – Informal Resolution

Where possible, concerns should first be raised informally by contacting ASM Academy directly.

Many issues can be resolved quickly through discussion and clarification.

Step 2 – Formal Complaint

If the concern cannot be resolved informally, a formal complaint may be submitted in writing.

Please include:

• Your name and contact details

• Details of the complaint

• Dates, times, and locations where relevant

• Any supporting information

Formal complaints should be sent to:

Email: info@asmacademy.co.uk
Subject line: Formal Complaint

5. Complaint Handling Process

Once a formal complaint has been received:

• Receipt will be acknowledged within 3 working days

• The complaint will be reviewed by a senior member of staff

• An investigation will take place where appropriate

• A written response will normally be provided within 10 working days

If additional time is required to complete the investigation, the complainant will be informed.

6. Possible Outcomes

Following investigation, outcomes may include:

• Clarification or explanation

• An apology where appropriate

• Corrective action

• Improvements to services or procedures

All outcomes will be communicated respectfully and confidentially.

7. Escalation

If the complainant is not satisfied with the outcome, they may request a review of the decision.

The review will be conducted by a senior leader who was not previously involved in the complaint.

The outcome of this review will be considered final.

8. Confidentiality

All complaints will be handled confidentially.

Information will only be shared where necessary in order to investigate and resolve the concern appropriately.

9. Safeguarding Concerns

Any concern involving the safety or welfare of a child will be handled in line with ASM Academy’s Safeguarding Policy.

Where necessary, safeguarding concerns may be referred to relevant authorities or safeguarding partners.

10. Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains effective, fair, and aligned with current safeguarding and operational standards.

11. Contact Details

For complaints or questions regarding this procedure, please contact:

ASM Academy
Email: info@asmacademy.co.uk
Website: www.asmacademy.co.uk