Complaints Policy

The SEN Agency, Love Teachers Ltd wants to give schools, candidates and families a high standard of service. If we fall short, please tell us so we can put it right and improve.

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Who this covers

This procedure applies to complaints from schools and other clients, from candidates registered with us, and from anyone else affected by our service.

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Step 1: Raise it with us informally

Contact us by phone on +44 (0)20 8798 3099 or by email at office@thesenagency.co.uk. Tell us what happened, who was involved and what you would like us to do. Most concerns can be settled quickly at this stage. You can also contact Ian at ian@loveteachers.co.uk.

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Step 2: Formal complaint

If you are not satisfied, write to the Director at The SEN Agency, 1 Hazelwood House, New River Crescent, London N13 5RE, or email office@thesenagency.co.uk with "Complaint" in the subject line.

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What happens next

1. We will acknowledge your complaint in writing within 5 working days and tell you who is dealing with it.

2. We will record it in our complaints log.

3. We will investigate. This usually means speaking to the people involved and reviewing any records.

4. We will send you a written reply, with our findings and any action we will take, within 15 working days of acknowledging your complaint.

5. If you are still not satisfied, you can ask for a review by a Director who was not involved in the first decision. We will reply within 10 working days.

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If we need longer than these times, we will tell you why and when to expect an answer.

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Safeguarding concerns

If your complaint raises a concern about the safety or welfare of a child or vulnerable adult, we will deal with it under our safeguarding procedures straight away and tell the relevant school or authority.

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Further help

If you are not happy with our final response, you can contact the Employment Agency Standards Inspectorate, or the Recruitment and Employment Confederation (REC) as we are a member.

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Records and learning

We keep a record of every complaint and its outcome, treat it confidentially, and review the log regularly to spot patterns and improve our service.