COMPLAINTS POLICY

Becky Stone, Founder and Designated Safeguarding Lead

POLICY STATEMENT

There may be times when a student, a parent, a school or anyone else dealing with Home From Home Canterbury has a concern or a complaint. I would much rather hear it than not. Telling me early gives me the chance to put something right, and it is how I improve.

Home From Home Canterbury is run by one person, from one home. I am the educational guardian, the homestay host and the Designated Safeguarding Lead. I have no employees and no case managers. That means a complaint comes to me first, and there is an escalation route to AEGIS if I have not been able to resolve it.

I will:

 

  • Take every concern and complaint seriously.
  • Make every effort to deal with a concern informally and early.
  • Aim to resolve a complaint within 28 working days of receiving it. The timescales for each stage are set out below. Where a complaint is unusually complex, a timescale may be extended so that the matter can be looked at properly, and I will tell the complainant if that happens and why.
  • Deal with complaints in line with the procedure set out in this document.
  • Make reasonable adjustments for anyone who needs support to complain, including a different format, an interpreter, or a different place to meet.
  • Publish this policy on my website and provide a copy on request.
  • Aim to resolve every complaint either to the complainant's satisfaction or with an outcome that is otherwise appropriate and clearly explained.
  • Carry out a full and fair investigation where one is needed.
  • Make sure that nobody, and in particular no student, is treated badly for making a complaint in good faith.
  • Keep a written record of every complaint, the action taken and the stage at which it was resolved, whether or not it was upheld, in accordance with my Retention Policy.
  • Review those records at least annually to see what they tell me about how I work.
  • Keep records of individual complaints confidential.

A COMPLAINT IS NOT THE ROUTE FOR A SAFEGUARDING CONCERN

At Home From Home Canterbury, we strive to create a nurturing environment where international students feel safe, supported, and valued. Our mission is to provide more than just accommodation; we offer a warm, family-like atmosphere that helps students transition smoothly into life in the UK.

THE PROCEDURE

Stage 1: Informal Resolution

Most concerns can be sorted out quickly and without formality.

A concern or complaint can be raised in person, by telephone, or in writing. It can be raised by someone acting on a complainant's behalf, provided they have that person's agreement.

Raise it with me. I will:

  • Acknowledge it within one working day.
  • Keep a record of the concern and of anything I do about it.
  • Look into it.
  • Come back to the complainant within 5 working days.

If it is not resolved, the complainant can move to Stage 2.

Stage 2: Formal Complaint

Where a complainant is not satisfied with how a concern has been dealt with, they can make a formal complaint. It should be put in writing to me at becky@homefromhomecanterbury.co.uk or at 8 Devon Road, Canterbury, Kent CT1 1RP.

I will:

  • Acknowledge it within one working day.
  • Keep a record of the complaint and of every action taken.
  • Investigate it properly. That may take some time, and I will keep the complainant informed of progress.
  • Respond formally in writing no later than 28 working days after receiving it.

A complaint about me personally, or about the way I have handled a complaint, follows the same procedure. I would rather hear it and have the chance to put it right. If it is still unresolved after Stage 2, it can go to Stage 3.

A safeguarding concern is different and does not follow this procedure at all. See the section above.

Stage 3: AEGIS

Where a complainant remains dissatisfied after Stage 2, they may refer the matter to AEGIS, the Association for the Education and Guardianship of International Students.

A complainant may contact AEGIS at any time for advice about the process. Where a complaint has not been resolved through Stage 1 and Stage 2, it may be referred to AEGIS. Where someone approaches AEGIS before using this procedure, AEGIS will normally ask them to raise it with me first.

Whether and how AEGIS takes a complaint forward is entirely a matter for AEGIS, under its own Complaints Policy. Nothing in this policy determines that, and nothing here should be read as a commitment on AEGIS's behalf.

AEGIS The Wheelhouse Bond's Mill Estate Bristol Road Stonehouse Stroud Gloucestershire GL10 3RF Telephone: +44 (0)1453 821293 Email: info@aegisuk.net Website: aegisuk.net

Using this procedure does not affect anyone's legal rights. Nothing in this policy prevents a person seeking advice from AEGIS at any stage, or contacting an appropriate statutory agency or regulator directly where they are entitled to do so.

REPETITIOUS COMPLAINTS AND UNREASONABLE COMPLAINANT BEHAVIOUR

Very occasionally I may need to depart from the procedure above. This section is about behaviour and about matters already fully considered. It is not about whether I agree with a complaint or find it comfortable.

Where a complaint has already been fully considered

Where the same complaint has already been fully considered and answered, and no materially new information has been provided, I may tell the complainant in writing that the matter is closed and that I will not correspond further about it. If materially new information is provided, I will consider it.

Where a complainant's behaviour is unreasonable

Where a complainant behaves in an abusive, threatening or harassing way, I may:

  • tell them what the difficulty is and ask them to stop;
  • set reasonable limits on how often or by what method they contact me, for example in writing only or through a single point of contact;
  • decline to accept abusive, threatening or harassing communications;
  • deal with the complaint without a meeting;
  • involve the police or take legal advice where there are threats or unlawful behaviour.

The principles I hold myself to

  • Criticism, persistence or disagreement is not unreasonable behaviour. A complainant is entitled to be unhappy with me and to say so more than once.
  • Materially new evidence is always considered, whatever has gone before.
  • I will record my reasons for any restriction, and I will explain them to the complainant in writing.
  • Any restriction is reviewed and lifted when it is no longer needed.
  • Nothing in this section applies to a safeguarding concern. A safeguarding concern is always acted on, however it is raised, however often, and by whoever raises it.

REVIEW

I review this policy and my practice at least annually, and sooner if circumstances change.

ACKNOWLEDGEMENT

Please confirm below that you have received and read this Complaints Policy.

I confirm that:

[ ] I have received and read the Home From Home Canterbury Complaints Policy.

[ ] I understand how to raise a concern informally, and how to make a formal complaint.

[ ] I understand that a complaint follows three stages: informal resolution with Becky Stone, then a formal written complaint, and then referral to AEGIS if it remains unresolved.

[ ] I understand that a safeguarding concern must not be raised through this procedure, and that I can contact Becky Stone, the Kent LADO, KSCMP or the police directly and immediately.

[ ] I understand that complaints about the handling of personal information are dealt with under the Data Protection Complaints Policy, and that I can also complain to the Information Commissioner's Office.

[ ] I acknowledge that I have received, read and understood the arrangements set out in this policy.

Student name:

Parent or legal guardian name:

Signature:

Date:

Relationship to student:

ELECTRONIC SIGNATURE

This document may be completed and signed electronically.

Where an electronic signature system is used, the electronic signature recorded in this document will be treated by Home From Home Canterbury as the signatory's signature and confirmation of the acknowledgement made in it.

The electronic signing system may also record information such as the date and time of signing. That information will be held in accordance with the Home From Home Canterbury Privacy Notice.

This Complaints Policy is an operational policy. It is not a separate agreement, and acknowledging it does not create a contract or add to the Parent & Educational Guardianship Agreement. This acknowledgement records that you have received, read and understood it. It is not a consent to the processing of personal data. Information about how I hold and use personal information, and the lawful basis for it, is in my Privacy Notice.

Home From Home Canterbury, becky@homefromhomecanterbury.co.uk · 07585 473046 AEGIS accredited, 17 June 2026