Set Starters is dedicated to maintaining openness and accessibility, and we greatly value feedback on our work and the services we offer. Our aim is to uphold the highest levels of professionalism and customer care.

However, we understand that there may be times when our service does not meet your expectations.

We take all complaints seriously and aim to resolve any issues promptly and professionally. Below is our step-by-step complaints procedure to ensure your concerns are addressed fairly and efficiently.

If you have a concern, we encourage you to first raise it with a member of our team. Many issues can be resolved quickly and informally by speaking to the relevant staff member. You can contact us via the form below

If you feel that your issue has not been resolved, you can submit a formal complaint in writing. Please include your name, contact details, details of the issue, and any supporting documentation. Complaints can be sent via email to complaints@setstarters.org.uk

Upon receipt of your formal complaint, we will acknowledge it within 14 days and begin an investigation

A senior member of our team will review your complaint. This investigation may involve discussing the issue with the relevant staff members and reviewing any evidence provided. We aim to complete the investigation within 30 days from your formal acknowledgement email.

Following our investigation, we will provide a full written response, including any findings and actions we plan to take, within 30 days of completing the investigation.

If you are not satisfied with our response, you may request a review of the decision by a senior manager. In some cases, you may also be able to escalate the complaint to an external body.

Once a resolution has been agreed upon, or if we do not hear from you within 14 days of our final response, the complaint will be considered closed.