Our commitment to addressing concerns fairly and professionally
Policy owner: Director, Oak Path Education Ltd
Effective date: 5 November 2026
Review date: 5 November 2027
1. Our Commitment
Oak Path Education Ltd is committed to providing high-quality, professional and personalised educational guidance and support to parents and families.
We recognise that concerns or disagreements may occasionally arise. When they do, we aim to address them promptly, fairly and respectfully.
We take all complaints seriously and are committed to listening carefully, reviewing the circumstances objectively and reaching an appropriate resolution.
Clients will not be treated unfairly or disadvantaged for raising a concern or making a complaint.
2. Scope of This Procedure
This procedure applies to complaints concerning services provided by Oak Path Education Ltd, including:
- Parent strategy consultations and SEND guidance.
- Educational report reviews and recommendations.
- Ongoing educational support and executive-functioning guidance.
- Communication, professional conduct and confidentiality.
- Service delivery, administration, fees and invoicing.
- The management of referrals to external professionals.
Oak Path Education Ltd provides educational consultancy and guidance. We do not undertake educational psychology, speech and language therapy, occupational therapy or clinical diagnostic assessments.
Where a complaint concerns a service delivered independently by an external professional, that professional or organisation will ordinarily be responsible for addressing the matter through its own complaints procedure.
However, any concerns about Oak Path’s own involvement in arranging, communicating or managing a referral will be considered under this procedure.
3. Raising a Concern
We encourage clients to raise concerns as soon as reasonably possible so that they can be addressed promptly.
Many concerns can be resolved through an initial conversation or email without the need for a formal complaint.
Concerns should be directed to:
Email: oakpathteam@gmail.com
We aim to respond to informal concerns within five working days.
Clients may proceed directly to a formal complaint if they prefer. There is no requirement to attempt informal resolution first.
4. Making a Formal Complaint
Formal complaints should be submitted in writing to:
Director
Oak Path Education Ltd
Email: oakpathteam@gmail.com
To assist with the investigation, clients are encouraged to include:
- Their name and contact details.
- The service or consultation concerned.
- A description of the complaint.
- Any relevant dates or supporting information.
- The outcome they would like us to consider.
We will make reasonable adjustments where necessary to ensure that individuals can access the complaints process.
Complaints will be considered fairly, including where some time has passed since the events concerned.
5. Acknowledgement and Investigation
We will acknowledge formal complaints within three working days of receipt.
The Director will review the complaint and consider relevant information, which may include correspondence, consultation records, service agreements and other appropriate documentation.
Where necessary, we may contact the complainant to clarify the concerns or request additional information.
We aim to provide a substantive written response within 15 working days of acknowledging the complaint.
Where additional time is required, we will explain the reason for the delay and provide an updated response date.
Our written response will normally include:
- A summary of the complaint.
- The information considered.
- Our findings and reasons.
- Any proposed action or remedy.
- Details of any further steps available to the complainant.
Working days are Monday to Friday, excluding bank holidays in England.
6. Outcomes and Resolution
Following an investigation, a complaint may be upheld, partially upheld or not upheld.
Depending on the circumstances, an appropriate resolution may include:
- An explanation or clarification.
- An acknowledgement of an error or shortcoming.
- An apology where appropriate.
- Corrective action or additional support.
- Changes to procedures or communication.
- A partial or full refund where justified.
Any financial remedy will be considered in accordance with the circumstances, the agreed terms of service and applicable consumer law.
Making a complaint does not automatically entitle a client to a refund. Equally, nothing in this procedure limits any statutory right to a remedy.
Where a complaint is not upheld, we will explain the reasons for our decision.
7. Further Consideration of a Complaint
As Oak Path Education Ltd is a director-led consultancy, complaints are managed by the Director.
Where a complainant believes that relevant information has been overlooked or that the response contains a material error, they may provide further information for consideration.
We will review any substantive new information and explain whether it changes our findings or proposed resolution.
Where appropriate, we may seek independent professional advice to assist in considering a complaint. This will be subject to appropriate confidentiality and data protection arrangements.
We do not operate a separate independent appeals panel.
Once a final response has been issued and any substantive additional information considered, the internal complaints process will normally be regarded as concluded.
This does not prevent clients from exercising their legal rights or seeking appropriate external advice.
8. Safeguarding Concerns
The safety and welfare of children and young people are important considerations in our work.
Where a complaint raises concerns about a child’s safety or welfare, the matter will be considered promptly under our safeguarding arrangements.
Safeguarding concerns will not be delayed by the ordinary complaints timetable.
Where necessary and lawful, relevant information may be shared with appropriate safeguarding authorities or other statutory agencies.
Our separate Safeguarding and Child Protection Policy sets out our operational safeguarding procedures.
9. Confidentiality and Data Protection
All complaints will be handled sensitively and with appropriate confidentiality.
Information will be accessed or shared only where necessary for investigating and resolving the complaint, obtaining appropriate professional advice or meeting legal obligations.
Complaint records will be stored securely and retained in accordance with our data protection arrangements.
Routine complaint records will normally be retained for six years after the complaint is closed.
Records may be retained for longer where justified by safeguarding considerations, legal proceedings, insurance requirements or other lawful reasons.
Where a complaint concerns the processing of personal information, individuals may also exercise their rights under data protection law.
Our Privacy Notice explains how we collect, use and protect personal information.
10. External Advice and Legal Rights
We aim to resolve complaints fairly through our internal procedure.
However, clients retain their rights under applicable consumer protection and data protection legislation.
Nothing in this procedure removes or restricts those rights.
Clients may seek independent advice from Citizens Advice or an appropriate legal adviser.
Citizens Advice: https://www.citizensadvice.org.uk
Concerns about personal data handling may be raised with the Information Commissioner’s Office.
Information Commissioner’s Office: https://ico.org.uk
Where a complaint relates to an independently practising professional, the client may also be directed to that professional’s complaints procedure or relevant professional regulator, where applicable.
Oak Path Education Ltd does not currently subscribe to a separate independent ombudsman or complaints adjudication scheme.
11. Learning and Continuous Improvement
We recognise that complaints and feedback can help us maintain and improve the quality of our services.
Where appropriate, we will consider whether a complaint identifies opportunities to improve:
- Communication with parents and families.
- Clarity of advice and recommendations.
- Professional boundaries and expectations.
- Service agreements and administrative arrangements.
- Confidentiality and information handling.
- Referral processes and professional communication.
We will maintain an appropriate record of complaints, their outcomes and any actions taken.
12. Review of This Procedure
This procedure will be reviewed annually or sooner where changes to our services, operating arrangements or legal requirements make this necessary.
OAK PATH EDUCATION LTD | Company No. 17208884 | Registered office: 71–75 Shelton Street, London, WC2H 9JQ | Email: oakpathteam@gmail.com
Effective date: 5 November 2026 | Next review: 5 November 2027