ArtsEd Extra Complaints Policy

Complaints Policy

At ArtsEd EXTRA, we are committed to delivering high-quality teaching and learning experiences for all participants on our courses, along with exceptional customer service. However, we recognise that sometimes we may fall short of your expectations. In these instances, we welcome the opportunity to hear your concerns so that we can address them fairly and thoughtfully.

If you wish to raise a concern or make a complaint, please email us at Extra@artsed.co.uk. Be sure to include your name, phone number, details of the complaint, names of the individuals involved, and the name of the course. We will usually acknowledge receipt of your complaint within five working days.

Once we have received your complaint, the Head of Short Courses will investigate and respond to you via email with their findings; this might require them to contact you to understand more details of your concerns. Whenever possible, they will seek to resolve the matter as quickly and as sensitively as possible. We will handle all complaints impartially and with appropriate confidentiality and care.

In the vast majority of instances this should enable issues to be resolved in a timely fashion and in the process enable closure of the matter. However, if you are not satisfied with the outcome, you may request for your complaint to be escalated to the Director of Finance, who will conduct a further investigation and provide a formal response within ten working days; the Head of Short Courses will provide you with contact details. The decision and outcome of this appeal by the Director of Finance will be final.