Feedback and complaints
We value our customers´ feedback as this gives us an opportunity to improve the way we work and the service we provide to customers. We ensure that we thoroughly investigate every Grievance we receive and respond to them as quickly as possible. We will identify the root cause and take any action we can to improve our processes and services offered.
What is a complaint?
A complaint is a formal statement that something is unsatisfactory or unacceptable about a service or product provided by us.
Please select from the options below for further information regarding our complaints process for you.
What can I expect after making a complaint?
A member of the Customer Service Management Team will acknowledge your complaint within 2 working days. All complaints received by CG are investigated by a senior manager. We endeavour to respond to all complaints within 10 working days. Some complaints, due to their complexity, may require a longer investigation period. We will keep you informed where this is the case.
If you are not happy with the way that your complaint has been investigated you can ask for your complaint to be escalated to the relevant Director for a review of the investigation process. A request for escalation to Director-level is the final available step in our complaints procedure and our response to that request is final.
Unacceptable customer behavior
It is our aim to ensure that all customers are given a high quality service. We value feedback from schools, parents and learners as it allows us to continually assess the way we work and make improvements where necessary. We respond to all complaints received and it is our aim to resolve concerns raised by our customers as quickly as possible.
The majority of our customers respect our staff, policies and decisions. However, in a minority of cases customers can pursue their complaints in a manner that not only impedes our investigation but is time consuming, unacceptable and vexatious.
Cambridge International considers a com
Reporting suspected malpractice
Making an allegation
If you believe you have witnessed or are aware of a situation that may compromise the security or integrity of FHIM Global Education we would encourage you to come forward and report the matter.
In the first instance these matters should be discussed with the Head of Centre or Senior Management Team at your centre. If you feel you are unable to do so, you can contact us, or Ofqual if appropriate. To contact us with information concerning malpractice you can email info@fhimglobal.com putting ‘allegation’ in the subject line.
We:
- Will treat any information sensitively and confidentially
- Respect requests to remain anonymous, unless we are legally obliged to report the identity of the person making the allegation
- Recognise that you may be identifiable by others due to the nature or circumstances of the disclosure, so we will try to limit the risk of this where possible
Information supplied anonymously cannot be used as evidence. However, such information can form the basis of, or give probable cause for, an investigation. In order to support any potential investigation it is better if you supply all the information you have at one time, rather than add information later.
We will not be able to discuss any investigation or outcome with you; to do so would be to reveal privileged information which is often subject to the Data Protection Act.