Complaints
Complaints at SSE
The School for Social Entrepreneurs (SSE) aims to provide an excellent service of a standard acceptable to all our applicants and students. If we fail to do this we want to know about it. This will enable us not only to deal with the specific problem, but also avoid it happening again. Our complaints procedure sets out how individuals can take up matters about the service they have received from us where they believe it has been unsatisfactory.
Who to contact
When contacting SSE regarding a complaint please provide the following details:
- Name and organisation name if applicable
- Contact details
- If appropriate the nature of the complaint including what happened and when it happened
- Who you dealt with including staff or students
- Any action taken
- What you think may help to rectify the issue
| From applicants: |
Please contact SSE Central via [email protected], call us on 020 7089 9120, or write to us at Programme Manager, School for Social Entrepreneurs, 13-15 Dock Street, Whitechapel, London, E1 8JN
Please be aware, we may refer you to one of our local teams depending on the programme you applied for application. |
| From students: | |
| about a 1 day workshop |
Please contact SSE via [email protected], call us on 020 7089 9120 or write to us at Programme Manager, 13-15 Dock Street, Whitechapel, London, E1 8JN
|
| about a learning programme |
Please contact SSE via [email protected], call us on 020 7089 9120 or write to us at Programme Manager, 13-15 Dock Street, Whitechapel, London, E1 8JN
|
| about the grants process (inc. match trading) |
In the first instance please contact your Grant Manager. You will have their contact details on your Grant Offer.
If the complaint specifically relates to the Grants Manager, it will be referred to SSE for review. You may contact SSE directly via [email protected] call us on 020 7089 9120 or write to us at Programme Manager, 13-15 Dock Street, Whitechapel, London, E1 8JN |
| From freelancers / volunteers |
In the first instance please contact the SSE team CEO/regional director or Learning Manager where you are based.
If the complaint is about SSE please contact the Director of Programmes and Learning via [email protected] call us on 020 7089 9120, or write to us at Director of Programmes and Learning, School for Social Entrepreneurs, 13-15 Dock Street, Whitechapel, London, E1 8JN
Please be aware, we may refer you to one of our local teams depending on your complaint. |
| Other complaints |
If the complaint is of a different, or multi-faceted nature, please contact SSE via [email protected] call us on 020 7089 9120 or write to us at Office Manager, School for Social Entrepreneurs, 13-15 Dock Street, Whitechapel, London, E1 8JN
Please be aware, we may refer you to one of our local teams depending on your complaint. |
Escalation Route:
If you feel that your complaint has not been addressed or you have not had a response within an adequate time-frame, you can escalate your complaint. Please call or email us using the contact details above and ask for the Director of Programmes and Learning.
What happens next
We will respond to your complaint within 10 working days with a written response. We aim to resolve the issue amicably.
If a resolution cannot be reached jointly, you will be asked to put your complaint in writing to the Chief Executive. After looking into the issue the Chief Executive will respond in writing within ten working days.
If resolution cannot be reached at this point the matter will be referred to the Chair of The School for Social Entrepreneurs. They may ask for further information, and will respond within 15 workings days.
Should resolution not be reached at this stage, independent arbitration of the complaint by an agreed third party will be used.
Please note that if your complaint is referred to one of the local teams then their complaints policy will apply; we will ensure that we are kept informed of any decisions and will do our best to ensure a suitable conclusion is reached.
Incident reporting
Please use this form if you wish to report a concern at SSE. We understand that some people may want to remain anonymous when reporting a concern and we have made this option available. However, should you wish to be contacted or updated about your submission please provide your contact details.
We aim to confirm receipt of non-urgent submissions within 10 working days.
Please email any photos or evidence to: [email protected]