Complaints Procedure

At Engineering for Kids Chelmsford, we aim to provide the best possible experience for all our students and their families. However, we understand that there may be times when you are not satisfied with our services. To ensure your concerns are addressed promptly and effectively, we have established the following complaint procedure.

Step 1: Informal Resolution

1. Contact us directly. If you have a concern or complaint, please contact us as soon as possible. You can reach us by phone on 07415 735607 or via email at info@engineeringforkids-chelmsford.co.uk.
2. Discuss your concern. Our staff will listen to your concerns and attempt to resolve the issue informally. Many complaints can be resolved quickly through open communication.

Step 2: Formal Complaint

If you are not satisfied with the outcome of the informal resolution, you may proceed with a formal complaint.

1. Submit your complaint in writing. Please provide a detailed description of your complaint, including:
   • Your name, address, and contact details
   • The date(s) and location(s) of the incident(s)
   • The names of any staff members involved
   • A clear description of your concerns and how you would like us to resolve the issue

   You can submit your written complaint by email to info@engineeringforkids-chelmsford.co.uk or by post to:
   The Managing Director
   Engineering for Kids Chelmsford
   Unit 4, Eckersley Road Industrial Estate
   Chelmsford, Essex, CM1 1SL

2. Acknowledgement. We will acknowledge receipt of your complaint within 5 working days and provide you with a reference number for tracking purposes.
3. Investigation. Our management team will investigate your complaint thoroughly. This may involve speaking with staff members, reviewing records, and gathering additional information.
4. Response. We aim to provide a written response to your complaint within 15 working days of receipt. If the investigation requires more time, we will inform you of the delay and provide an estimated completion date.

Step 3: External Review

If you remain dissatisfied after following our internal complaint procedure, you may seek advice or assistance from external bodies such as the local education authority or consumer protection agencies.