feedback, compliments and complaints
At SSG, we are committed to providing high-quality, safe and responsive services. We welcome all feedback, whether it is a positive comment, a suggestion, a concern or a complaint. Your feedback helps us recognise what is working well, support and celebrate our staff, and improve the services we provide.
Positive Comments About Our Staff
We are always pleased to hear when a member of our team has made a positive difference. If you would like to share a compliment about a member of staff, a team, or your experience with SSG, please use the positive feedback form by clicking the button below. Positive feedback is shared with the relevant staff member(s) and helps us recognise could practice across SSG.
Raising A Concern
If you are unhappy with any part of our service, please let us know as soon as possible. In many cases, concerns can be resolved quickly and informally by speaking to the member of staff, tutor, coordinator, or manager involved. We will listen to your concerns, take it seriously and try to resolve it fairly. Even where a concern is resolved informally, we may record it so that we can monitor themes and continue to improve our services.
Making A Formal Complaint
If your concern cannot be resolved informally, if the issue continues, or if you wish to make a formal complaint, you can contact us in writing or ask a member of staff to help you record your complaint.
Please include as much information as possible, including:
What happened;
When and where it happened;
Who was involved;
What you have already done to try to resolve it;
What outcome you are seeking.
Once we receive a formal complaint, it will be logged and reviewed. We will acknowledge your complaint within 5 working days and assign an appropriate manager to investigate. We aim to provide a written response within 20 working days. If the complaint is complex and we need more time, we will let you know and explain when you can expect a response.
If you are still unhappy
If you remain unhappy after receiving our response, you can ask for the matter to be escalated for review. You should do this within 10 working days of receiving the complaint outcome. The review will consider whether your complaint was handled fairly, whether the evidence was considered properly, and whether any further action is needed.
Safeguarding Concerns
If your concern relates to the safety or welfare of a child, young person or vulnerable adult, this will be referred immediately to our safeguarding team. Safeguarding concerns will not wait for the complaints process to be completed. If someone is at immediate risk of harm, you should contact the emergency services.
External Routes
Where a complaint relates to regulated Early Years provision, including SSG Holiday Clubs, where applicable, you may contact Ofsted directly at any stage. Where a complaint relates to a commissioned service, qualification, assessment or external body, we will advise you of any relevant external complaints or appeals process.
Confidentiality
We will handle feedback and complaints respectfully and confidentially. Information will only be shared with those who need it in order to respond, investigate, safeguard individuals, meet legal or regulatory duties, or improve our services. No one will be treated unfairly because they have raised a concern or complaint in good faith.
How To Contact Us
To raise a concern or make a complaint, please contact:
Business Director – Dan Yusuf
Email: dan.yusuf@ssgservices.co.uk
Please mark written complaints clearly as “Complaint” so they can be directed and reviewed quickly in line with our complaints policy.
To share a positive comment about our staff or services, please use the positive feedback form by clicking the button below.