1. How to complain
You can make a complaint by:
- email: info@experiencely.io, with "Complaint" in the subject line
- phone: 0208 040 9082
- WhatsApp us
- post: [registered address]
Please include your name, your pathway and what went wrong, and what you would like us to do to put it right.
2. What happens next
| When | What we do |
|---|---|
| Within 2 working days | We acknowledge your complaint and tell you who is handling it. |
| Within 10 working days | We investigate and send you a full response. If we need longer, we will tell you why and when to expect it. |
| If you are not happy | You can ask for your complaint to be reviewed by a director, who will respond within 10 working days. |
3. If we cannot resolve it
If you are still not satisfied after our final response, you can get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk. [Add details of any alternative dispute resolution scheme you belong to.] You may also be able to take your claim to the small claims court.
4. Complaints about placements
If your complaint is about a placement partner, mentor or employer, tell us and we will deal with it. Please do not raise it directly with the partner first. We will handle it fairly and confidentially.
5. Learning from complaints
We review every complaint to see what we can improve, so the same thing does not happen to anyone else.
Questions about this policy?
Our team will help. Email info@experiencely.io or message us on WhatsApp.