Complaints Policy

We want to resolve concerns fairly, promptly and transparently. If you are unhappy with any part of an Excellent Pathways programme, contact help@excellentpathways.com with your name, contact details, the programme concerned, a clear description of the issue, any supporting documents and the outcome you are seeking.

We aim to acknowledge a complaint within 5 working days and provide a full written response within 20 working days. If we need longer because the issue is complex or requires information from a placement partner, we will explain why and give you a revised response date.

If you remain dissatisfied, you may ask for the decision to be reviewed by someone who was not responsible for the original response. Request a review within 10 working days and explain which part of the outcome you believe should be reconsidered.

Raising a complaint will not affect your access to teaching, support or a fair assessment. We keep complaint information confidential and share it only where necessary to investigate and resolve the matter.