COMPLAINTS POLICY                                                                              

 

(1) Encore School of Performing Arts

(1) Encore School of Performing Arts whose registered office is 10 Clarence Way, Kings Hill, West Malling, Kent, ME19 4QT

(“the Company”) and

(2) Stakeholders

(2) For the purposes of this document, our ‘stakeholders’ include but are not limited to: Our students, Parents and guardians of our students and Our teachers.

At Encore School of Performing Arts, we strive to provide exceptional service and products to all our customers. However, we understand that there may be occasions where you may not be fully satisfied with our services or products. We value your feedback and are committed to resolving any issues in a fair and timely manner. To ensure a smooth process, we have outlined our complaints policy below:

  1. How to Raise a Complaint:
  • If you have a complaint, we encourage you to reach out to us as soon as possible.
  • You can submit your complaint via email, phone, or in person at our store. Our contact details are readily available on our website and in class.
  1. Information Required:
  • When raising a complaint, please provide as much detail as possible, including your name, Childs name, contact information, class attended (if applicable), and a clear description of the issue.
  1. Acknowledgment of Complaint:
  • Upon receipt of your complaint, we will acknowledge it within 3 working days via your preferred method of contact.
  • We will assign a dedicated team member to handle your complaint and work towards a resolution.
  1. Investigation and Resolution:
  • Our team will conduct a thorough investigation into your complaint to understand the root cause and identify appropriate solutions.
  • We aim to resolve complaints promptly and fairly. Depending on the nature of the issue, resolution times may vary, but we will keep you informed of progress throughout the process.
  1. Communication:
  • We are committed to maintaining open and transparent communication throughout the complaint’s resolution process.
  • You will receive regular updates on the status of your complaint, including any actions taken and expected timelines for resolution.
  1. Resolution Options:
  • Depending on the nature of your complaint, resolution options may include a replacement of the product or session, a refund, a discount on future purchases, or other appropriate solutions.
  • We will work closely with you to determine the most suitable resolution based on your preferences and the circumstances of the complaint.
  1. Escalation Process:
  • If you feel that your complaint has not been adequately addressed, you may request to escalate it to a higher level of management.
  • We will provide clear guidance on how to escalate your complaint and ensure that it receives appropriate attention and resolution.
  1. Feedback and Improvement:
  • Your feedback is invaluable to us, even when it involves a complaint. We will use your feedback to identify areas for improvement and enhance our services.
  • We may follow up with you after the resolution of your complaint to gather feedback on your experience and ensure your satisfaction.
  1. Confidentiality:
  • We treat all complaints with the utmost confidentiality and respect for your privacy.
  • Personal information provided in the context of a complaint will only be used for the purpose of resolving the complaint and will not be disclosed to third parties without your consent, except as required by law.
  1. Continuous Improvement:
  • Encore School of Performing Arts is committed to continuous improvement in our customer service practices. We regularly review and update our complaints policy to ensure it remains effective and aligned with best practices.

If you have any questions or require further assistance regarding our complaints policy, please do not hesitate to contact us. We appreciate your support and understanding as we strive to address your concerns and maintain your satisfaction with Encore School of Performing Arts.