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Complaints Process

 

Anonymous Reporting and Whistleblowing Procedure

1. Introduction

Let’s Go Learning is committed to maintaining a safe, open and transparent environment in which safeguarding concerns, complaints, and any matters of concern can be raised without fear of reprisal.

We are committed to providing a high-quality service and welcome feedback from learners, parents/carers, schools, Local Authorities, and other stakeholders. Concerns will be addressed promptly, fairly, and consistently.

An anonymous reporting mechanism is also available for individuals who may not feel comfortable raising concerns through named channels.

2. Scope

This policy applies to complaints and concerns raised by:

  • Learners

  • Parents/carers

  • Schools and Local Authorities

  • Other stakeholders

3. Complaints Process

Stage 1: Informal Resolution

  • Concerns should initially be raised with the tutor or relevant staff member

  • Most issues can be resolved quickly at this stage

  • A response will typically be provided within 2–5 working days

Stage 2: Formal Complaint

If the issue is not resolved informally:

  • A formal complaint should be submitted via:
    Email: complaints@lets-go-learning.com

  • The complaint will be:

    • Acknowledged within 5 working days

    • Investigated by a senior member of staff

    • Responded to within 10–15 working days

Stage 3: Appeal / External Escalation

If the complainant is not satisfied with the outcome:

  • A request for review may be submitted

  • The review will be conducted by a different senior member of staff or management

Where appropriate, complaints may be escalated to:

  • The commissioning Local Authority

  • Relevant external bodies

4. Anonymous Complaints and Reporting

Concerns and complaints may be submitted anonymously via:

Individuals are not required to disclose their identity. All concerns will be treated seriously and handled in accordance with safeguarding, complaints, and whistleblowing procedures.

5. Receipt, Triage and Assessment

All complaints and anonymous reports are:

  • Monitored and reviewed by a designated senior member of staff (typically the Designated Safeguarding Lead (DSL) or delegated safeguarding officer)

  • Assessed based on the nature and severity of the concern

The reviewing officer will:

  • Assess the level of risk

  • Determine whether the concern:

    • Can be addressed internally

    • Requires further monitoring or investigation

    • Requires escalation to external agencies

Safeguarding concerns are prioritised and acted upon immediately.

6. Recording and Record Keeping

All complaints and reports are recorded securely and include:

  • Date received

  • Nature of the concern or complaint

  • Actions taken

  • Decisions made

  • Outcomes and any escalation

Records are:

  • Stored securely in line with data protection requirements

  • Accessed only by authorised personnel

  • Reviewed as part of quality assurance processes

7. Confidentiality and Anonymity

Let’s Go Learning respects the confidentiality and anonymity of individuals raising concerns.

  • Anonymous reports will remain anonymous unless identification is required to safeguard a child or meet legal obligations

  • Information is shared strictly on a need-to-know basis

  • All data is handled in accordance with safeguarding and data protection requirements

8. Timescales

  • Informal concerns: 2–5 working days

  • Formal complaints:

    • Acknowledgement: within 5 working days

    • Full response: within 10–15 working days

  • Anonymous reports:

    • Reviewed as soon as reasonably practicable

    • Safeguarding concerns acted on immediately

Investigations will be completed without undue delay.

9. Learning from Complaints

Let’s Go Learning uses complaints and feedback to improve its services by:

  • Identifying recurring themes or concerns

  • Informing staff training and development

  • Updating policies and procedures where necessary

  • Feeding into Quality Assurance and Self-Evaluation processes

  • Monitoring trends as part of internal reviews

10. Safeguarding Priority

If a complaint or report raises a safeguarding concern:

  • It will be treated as a safeguarding matter

  • It will be escalated immediately in line with safeguarding procedures

Where there is a risk of harm:

  • Referrals will be made to appropriate external agencies (e.g. LADO, children’s social care, police)

  • This applies regardless of whether the report is anonymous

To report safeguarding concerns directly:
Email: safeguarding@lets-go-learning.com

 

 

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