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In a perfect world, everything would be… well, perfect!

But we’re not so naive as to think that things always go to plan. Sometimes we get things wrong.

Here at Exemplar Education we’re committed to providing products and service of the highest standard. If for any reason you feel we’ve not lived up to your expectations or you are not entirely satisfied with any aspect of our service, please let us know. The information shown below provides a brief overview of how we deal with complaints, our customer complaints process and where to direct any complaints.

Exemplar Education will investigate all complaints competently, diligently and impartially, obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for the customer.

But when things don’t go as expected, we want to know about it, so we can do our very best to put things right.

We take all complaints very seriously. After all, it helps us to constantly improve our products and services and to prevent similar problems from occurring in the future.

 

Tell Us All About It!

Firstly, we’re sorry things have gone wrong and thank you for bringing it to our attention. If you can help us to understand exactly what went wrong, we will do our utmost to solve them.

If you are unhappy with the goods or services you have purchased, then you should contact us ideally as soon as possible of the issue arising.

 

Ways to Contact Us

The easiest way to let us know is by telephone, email or post:

Telephone: 01622 723003 (note that we may record your call)

Email: customercare@exemplar-education.com

Post: 46 Church Avenue, Beckenham, Kent, BR3 1DT.

 

What Information Should You Provide?

  • your name and address;
  • details of how we can contact you;
  • your preferred method of how you’d like us to communicate with you (letter, email, phone, etc)
  • a clear description of your complaint;
  • details of what you would like us to do to rectify the situation; and
  • if appropriate, copies of any relevant supporting documentation.

 

What Will We Do?

We promise that we will investigate your concerns thoroughly and as quickly as possible. We will always try to resolve your complaint in a timely manner.

Once we have thoroughly investigated your complaint, we will write to you (this may be done via email) to confirm the outcome of our investigations.

In the unusual circumstance if we haven’t been able to resolve your complaint within eight weeks, we will write to you, to let you know this.

You may have the right to refer your complaint to the Financial Ombudsman Service and if this is the case, we will let you know.

 

What If I’m Not Happy With the Outcome?

Sometimes we may not always agree with you, but we will look at all complaints with an open mind and assess whether you have been treated fairly and in line with the high standards that we set ourselves. We will always explain the rationale for our decision.

However, if you’re not happy with the outcome of your complaint, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). There are details at the bottom of this page on how to contact the FOS.

 

The following information applies only to financial services

If you have a complaint about the provision of a financial service or financial services (the way in which a financial arrangement for your purchase was presented or conducted, for example), then…

If we are unable to resolve your complaint about financial services (of which you make us aware) by the following day and we have not already contacted you to agree our proposal for resolving it, we will:

  • Send an acknowledgement of your complaint about financial services; and
  • Confirm the name or job title of the person handling such matters and their contact details. To ensure that your complaint about financial services is dealt with by the most appropriate person, this may not always be the person you first contacted.

We will aim to resolve your complaint (or aspect of your complaint) about financial services as soon as possible and, although we would expect to contact you in such respects within a short time frame, we would at the latest expect to return to you within 8 weeks of you making us aware of an issue relating to financial services.

When we believe that we have completed our investigations and/or that we have resolved your complaint about financial services, we will write to you with details of our investigations and any action we are proposing or have taken.

 

If the complaint (or part of a complaint) about financial services refers to activities for which another organisation is responsible…

We will, wherever appropriate, refer the complaint (or relevant part of the complaint) about financial services to that other organisation and also let you know that that is what we have done.  At that time, we will also let you know that other organisation’s name and contact details.

 

If you still have an outstanding issue regarding financial services…

Please contact directly the person or department who is handling it, for further information as to possible next steps.

 

The Financial Ombudsman Service

The Financial Ombudsman Service is an independent adjudication organisation. They sort out complaints that consumers and financial businesses haven’t been able to resolve between themselves.

If for some reason we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the resolution, you may be able to refer your complaint to the Financial Ombudsman Service.

To find out more about the service visit or via email at financial-ombudsman.org.uk

The Financial Ombudsman Service

Exchange Tower, London E14 9SR

By phone 0800 023 4567

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