Complaints Policy
McFRY Education Consultancy
Last updated: September 2026
1. Our approach
McFRY Education Consultancy aims to provide a professional, transparent and personal service to every family.
If you are unhappy with any aspect of the service you receive, I would encourage you to raise it with me as soon as possible. I will take concerns seriously and aim to resolve them fairly and promptly.
2. Making a complaint
In the first instance, please contact:
Please include:
your name and contact details;
a brief description of your concern;
any relevant dates or correspondence; and
what you would like me to consider or do to resolve the matter.
If you need assistance in making your complaint, please let me know.
3. What happens next
I will acknowledge your complaint within five working days.
I will review the circumstances and any relevant correspondence or records and aim to provide a full written response within 20 working days.
If more time is required because the matter is particularly complex, I will let you know and explain when you can expect a response.
4. Resolving complaints
Where a complaint is upheld, I will explain what I propose to do to put matters right where reasonably possible.
This may include an explanation or apology, correcting an error, completing agreed work, reviewing a process or, where appropriate, considering a refund or other remedy in accordance with the terms of the service provided.
Complaints will also be used as an opportunity to identify where McFRY's services or processes could be improved.
5. Complaints involving a school
McFRY can help families communicate with schools as part of an agreed consultancy service, but McFRY is independent of the schools it recommends or works with.
Complaints about the actions, decisions, policies or services of a school should normally be made through that school's own complaints procedure.
If your concern relates to advice or services provided by McFRY, you should raise it directly with me under this policy.
6. Confidentiality and personal information
Information relating to a complaint will be handled appropriately and in accordance with the McFRY Education Consultancy Privacy Notice.
Information will only be shared where necessary to investigate or resolve the complaint, or where disclosure is otherwise required by law or for safeguarding purposes.
7. If you remain dissatisfied
If you remain dissatisfied after receiving McFRY's final response, I will explain any further route for raising the matter that is available and relevant to the particular service or circumstances.
Nothing in this Complaints Policy affects your statutory rights.
8. Contact
For any questions about this policy or to make a complaint, please contact: