Complaints

Complaints at SSE

The School for Social Entrepreneurs (SSE) aims to provide an excellent service of a standard acceptable to all our applicants and students.  If we fail to do this we want to know about it.  This will enable us not only to deal with the specific problem, but also avoid it happening again.  Our complaints procedure sets out how individuals can take up matters about the service they have received from us where they believe it has been unsatisfactory.

Who to Contact

When contacting SSE regarding a complaint please provide the following details:

  • Name and organisation name if applicable
  • Contact details
  • If appropriate the nature of the complaint including what happened and when it happened
  • Who you dealt with including staff or students
  • Any action taken
  • What you think may help to rectify the issue
From applicants:

Please contact SSE Central via enquiries@sse.org.uk, call us on 020 7089 9120, or write to us at Programme Manager, 2nd Floor, The Fire Station, 139 Tooley Street, London, SE1 2HZ.

 

Please be aware, we may refer you to one of our local schools depending on the programme you applied for application.

From students:  
about a 1 day workshop

Please contact the SSE School where you attended the one day workshop.  Their details can be found in your confirmation email or via the contact details on our website; http://www.the-sse.org/schools.

 

about a learning programme

Please contact the SSE School where you are attending the programme. Their details can be found in your welcome packs or on our website; http://www.the-sse.org/schools.

 

If you are attending a London programme please contact SSE via enquiries@sse.org.uk, call us on 020 7089 9120 or write to us at Programme Manager, 2nd Floor, The Fire Station, 139 Tooley Street, London, SE1 2HZ.

 

about the grants process (inc. match trading)

In the first instance please contact your Grant Manager. You will have their contact details on your Grant Offer.

 

If the complaint specifically relates to the Grants Manager, it will be referred to SSE Central for review. You may contact SSE Central directly via enquiries@sse.org.uk  call us on 020 7089 9120 or write to us at Programme Manager, 2nd Floor, The Fire Station, 139 Tooley Street, London, SE1 2HZ.

From freelancers / volunteers

In the first instance please contact the SSE School CEO or Learning Manager where you are based.

 

If the complaint is about SSE London please contact the Director of Programmes and Learning via enquiries@sse.org.uk  call us on 020 7089 9120, or write to us at Director of Programmes and Learning, 2nd Floor, The Fire Station, 139 Tooley Street, London, SE1 2HZ.

 

Please be aware, we may refer you to one of our local schools depending on your complaint.

Other complaints

If the complaint is of a different, or multi-faceted nature, please contact SSE Central via enquiries@sse.org.uk  call us on 020 7089 9120 or write to us at Office Manager, 2nd Floor, The Fire Station, 139 Tooley Street, London, SE1 2HZ.

 

Please be aware, we may refer you to one of our local schools depending on your complaint.

Escalation Route:

If you feel that your complaint has not been addressed or you have not had a response within an adequate timeframe, you can escalate your complaint to the Director of Programmes and Learning.  Please call or email us using the contact details above and ask for the Director of Programmes and Learning, Philippa Frankl.

What Happens Next

We will respond to your complaint within 10 working days with a written response. We aim to resolve the issue amicably.

If a resolution cannot be reached jointly, you will be asked to put your complaint in writing to the Chief Executive. After looking into the issue the Chief Executive will respond in writing within ten working days.

If resolution cannot be reached at this point the matter will be referred to the Chair of The School for Social Entrepreneurs. They may ask for further information, and will respond within 15 workings days.

Should resolution not be reached at this stage, independent arbitration of the complaint by an agreed third party will be used.

Please note that if your complaint is referred to one of the local schools then their complaints policy will apply; we will ensure that we are kept informed of any decisions and will do our best to ensure a suitable conclusion is reached.