MARYADI LIMITED – Complaints Management System

Document Control

  • Authored by: Adil Yermekov
  • Authorized by: Mary Calistri
  • Review cycle: Triennial
  • Current review: March 2025
  • Next scheduled review: March 2028

Overview

MARYADI LIMITED is committed to addressing all concerns raised by Parents, Students, partners, and Homestays. Our comprehensive complaints system ensures all issues are handled with care and efficiency, particularly those involving children where poor practice has been identified but does not warrant child protection intervention.

What Constitutes Poor Practice?

Poor practice may include:

  • Unfair treatment directed at a specific child
  • Using inappropriate control methods such as sarcasm or humiliation
  • Bullying or belittling behaviors
  • Any form of discrimination

Management Structure

Complaints oversight is provided by:

  • The Director
  • Senior Staff Members
  • Designated Safeguarding Lead

Note: Staff complaints follow separate procedures under our disciplinary and grievance framework.

How To Submit Your Complaint

Contact Options

  • Email:
  • Phone: 
  • Emergency: +44 7850943060
  • Written correspondence: Postal address: Maryadi Ltd 2 The Hatch Windsor SL4 5UD

 

Resolution Process

Initial Response (Level 1)

When you contact our staff with a concern:

  1. We aim to resolve straightforward matters within 5 working days
  2. You’ll receive acknowledgment typically within 48 hours
  3. If unsatisfied with our initial response, you may request escalation

Thorough Investigation (Level 2)

For complex matters or when Level 1 resolution is unsatisfactory:

  1. The Director personally reviews your complaint
  2. Some complex issues are immediately handled at this level
  3. Decision communicated within 5 working days (unless additional time is clearly required and communicated)

Our Commitment

  • All complaints receive serious consideration
  • Matters are handled with sensitivity
  • Acknowledgment provided within 5 working days

Documentation Practices

In accordance with data protection regulations (Data Protection Act 1998 and GDPR from May 2018), we maintain appropriate records of formal complaints, including:

  • Complaint submission date
  • Parent and student identification
  • Investigation documentation
  • Staff members involved at each stage
  • Complete correspondence history (including emails and phone records)

Records are maintained for compliance purposes and to identify any patterns requiring attention, while adhering to data retention limitations.