Concerns, handled clearly.

What can be complained about?

You may raise a complaint where you believe there has been a problem with the service, communication or handling of an agreed requirement.

How to make a complaint

Complaints can be made in writing by email or by contacting us directly using the contact details shown on this page.

What to include

Providing enough information at the beginning can help us review the matter efficiently. Where available, please include:

• Your full name and organisation name, where applicable.
• The service or requirement concerned.
• A clear description of the issue.
• The date or approximate period when the issue occurred.
• Relevant emails, documents or other information.
• What you believe should be reviewed or clarified.
• Your preferred contact details for the response.

You do not need to use formal legal language. A clear explanation of the concern is sufficient.

Acknowledgement and review

We aim to acknowledge a written complaint within 3 working days of receiving it where contact details are available.

The acknowledgement may confirm the information received, identify any clarification required and explain the next stage of the review.

We will consider the information available to us, including relevant communications, agreed requirements, service records and information supplied by the client.

Response times

We aim to provide a substantive response within 10 working days after receiving sufficient information to review the complaint.

These are our service targets rather than statutory deadlines. Complex matters, incomplete information or reliance on third-party information may affect the time required.

Review and investigation

Depending on the nature of the complaint, the review may include:

• Reviewing the original requirement or agreed scope.
• Checking relevant emails or written communications.
• Reviewing files, records, schedules or task information.
• Considering information supplied by the client.
• Checking the status of any outstanding actions.
• Considering whether third-party communication affected the matter.

Where a concern relates to a supplier or another third party, we can review the coordination or communication carried out by us. We cannot control a third party’s response, availability, internal process or decision.

Our response

Where appropriate, our response will explain:

• Our understanding of the concern.
• The information reviewed.
• Whether the matter relates to the agreed service scope.
• Any relevant findings or clarification.
• Any practical action that can be taken.
• Any information still required from the client.
• Any further steps available where the matter remains unresolved.

The outcome will depend on the specific circumstances and the information available at the time of review.

Escalating a complaint

If you are not satisfied with the response, please explain the part of the response you would like us to reconsider.

An escalation should provide any additional information, documents or specific points that you believe should be taken into account.

We will review the additional information and, where appropriate, provide a further response or clarification.

Service changes and complaints

A complaint does not automatically change the agreed scope of work. If you would like additional tasks, a different output, revised priorities or a new requirement, we may treat that request separately as a proposed service change.

Where a complaint identifies a practical correction within the existing agreed scope, we will explain the appropriate next step after review.

Confidentiality and records

Information provided as part of a complaint will be handled in accordance with our Privacy Policy and used only where relevant to reviewing, responding to or administering the complaint and related business obligations.

We may keep appropriate records of complaints and responses so that we can manage follow-up, maintain accurate business records and review service processes.

Personal information will be handled in accordance with applicable data protection requirements and our Privacy Policy.

Third-party matters

Some services may involve communication with suppliers or other third parties based on information and instructions provided by the client.

Where a complaint concerns a third party’s actions, response, availability, pricing, delivery arrangements or internal decisions, we can review the part of the matter that relates to our own service and communication.

We cannot determine or control decisions made independently by third parties.

External rights

Nothing in this policy is intended to remove or restrict any rights that you may have under applicable law.

Where a complaint concerns a matter that falls within the remit of an appropriate regulatory, statutory or other external body, you may have the right to contact that organisation independently.

Our internal complaints process does not prevent you from exercising any applicable legal or statutory rights.

Contacting us

Complaints should preferably be submitted in writing so that the details can be reviewed accurately.

Related policies

This policy should be read alongside the other policies and information published by SCHOOLWEAR HOLDINGS LTD, where relevant to the service or enquiry concerned.

• Privacy Policy
• Cookie Policy
• Terms & Conditions
• Service Delivery Policy
• Service Cancellation Policy