County Teachers Ltd is committed to providing a high-level service to our client
schools and teachers. If you do not receive satisfaction from us, we ask that you tell
us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact Maisie Williams or Chloe Stoker by phone,
01438 878777 in the first instance, so we can try and resolved your complaint
informally.

At this stage, if you are not satisfied, please contact Ashley Stoker, Managing
Director.

Suite 221,
Kings Court Business Centre,
Hertfordshire,
SG1 2NG.

Next steps

1. We will send you a letter acknowledging your complaint and asking you to
confirm or explain the details set out. We will also let you know the name of
the person who will be dealing with your complaint. You can expect to
receive our letter within 5 days of us receiving your complaint.
2. We will record your complaint in our central register within a day of having
received it.
3. We will acknowledge your reply to our acknowledgement letter and confirm
what will happen next. You can expect to receive this within 5 days of your
reply.
4. We will then start to investigate your complaint. This will normally involve the
following steps:
• We may ask the member of staff who communicated with you to reply
to your complaint within 5 days of our request.
• We will then examine the member of staff’s reply and the information
you have provided for us. If necessary, we may ask you to speak to
them. This will take up to four days from receiving their reply.
5. Ashley Stoker/Chloe Stoker or Maisie Williams will then invite you to meet with
him/her to discuss and hopefully resolve your complaint. S/he will do this
within 5 days at the end of our investigation.
6. Within 2 days of the meeting, you will receive written communication to
confirm what took place and any solutions agreed.
• If you do not want a meeting or this is not possible, you will be sent a
detailed reply to your complaint. This will include suggestions for
resolving the matter and this will be within 5 days of the investigation
being completed.
7. At this stage, if you are still not satisfied, you can write to the REC, our trade
association of which we are a member, marked for the attention of the
Consultancy and Compliance Team

REC, Dorset House
1st Floor,
27 – 45 Stamford Street
London
SE1 9NT.

If we have to change any of the time scales above, we will let you know and explain why.

NOTE: in any event, we will comply with any statutory procedures that may relate to your compliant.

AWR Complaints

If you have a complaint regarding AWR, Maisie Williams or Chloe Stoker by phone,
01438 878777 in the first instance, so we can try and resolved your complaint
informally. At this stage, if you are not satisfied, please contact Ashley Stoker,
Managing Director. You can write to him/her at

Suite 221,
Kings Court Business Centre,
Hertfordshire,
SG1 2NG.