Complaints Policy and Procedure

London Teaching Pool Ltd. is committed to providing a high level of service to our candidates and clients. If you feel that you have not received a high level of service from us, we need you to tell us about it. This will help us to improve our service.

Complaints Procedure

If you have a complaint, please contact Mr Darryl Mydat, Chief Executive Officer, you can write to him at London Teaching Pool Ltd, St James House, 3rd Floor, North Wing, 27-43 Eastern Road, Romford, RM1 3NH.

Next Steps

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive communication within 2 - 5 days of us receiving your complaint.
2. We will record your complaint in our central register within a day of having received it.
3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to receive our acknowledgement communication within 2 - 5 days of your reply.
4. We will then start to investigate your complaint. This will normally involve the following steps:
   - We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
   - We will then examine the member of staff’s reply and the information you have provided for us. If necessary, we may ask you to speak to them. This will take up to 4 days from receiving their reply.
5. Mr Darryl Mydat will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within five days of the end of our investigation.
6. Within 2 days of the meeting, Darryl Mydat will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, Darryl Mydat will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.
7. At this stage, if you are still not satisfied you can write to Mr Darryl Mydat again. You may also contact the REC, our trade association of which we are a member marked for the attention of the Professional Standards Manager, REC, Dorset House, First Floor, 27-45 Stamford Street, London, SE1 9NT.
8. We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the Employment Agencies Standards Office at the Department of Trade and Industry.

If we have to change any of the time scales above, we will let you know and explain why.