Go Wild Complaints Procedure

Introduction

This procedure is intended to ensure that any complaints received by Wild Elemental are dealt with quickly, fairly and effectively. Wild Elemental aims to resolve complaints promptly. However, these matters can be complex and may require scrutiny of extensive documentation. Wild Elemental will aim to reach its final conclusion within three months of receiving the written complaint. A complaint will normally be made in writing although, where this presents difficulty, other means of communicating will be accepted.

This procedure may be used for complaints about Wild Elemental’s processes, the application of these processes or the conduct of any Wild Elemental staff, contractors or agents.

Complaints should be made as soon as possible after the event or experience concerned and, at the latest, within four weeks.

Wild Elemental will consider complaints from individual learners or their advocates, groups of learners or their representatives.

Procedure

When a complaint is made to Wild Elemental, the Directors of Wild Elemental will acknowledge the complaint within five working days of receipt. Where the complaint is about a Director, it will be dealt with by another Representative of Wild Elemental.

Informal consideration

Where the complaint is within the scope of Wild Elemental’s remit, the Directors will first consider whether the subject of the complaint may be resolved informally without recourse to the complaints procedure. If there appear to be reasonable grounds to believe that this may be achievable, the Directors will contact the complainant with a proposed response to the subject of the complaint. If the complainant is satisfied with the proposed response the complaints procedure will not need to be invoked.

Formal consideration of a Complaint

If the matter cannot be resolved informally, the appeals procedure will be initiated.

Within 15 working days the Directors will seek relevant information and documentation from both the complainant and any other parties, for example Wild Elemental staff, contractors or other third party agents.

Within ten working days of receiving the full documentation, the Directors will consider whether the evidence presented is sufficient to reach a decision. If it is not, further documentation may be requested from relevant parties, or further clarification from the complainant.

Once the Directors are satisfied that all relevant documentation is present, they will reach an initial conclusion on the matter and write to the complainant providing a judgement on each point raised and referencing this judgement with relevant evidence. The initial conclusions will, if appropriate, identify any recommendation or implications of the outcome. The complainant will be invited to comment on the factual accuracy of Wild Elemental’s initial conclusion within ten working days.

The Directors will consider any additional information provided before reaching a final conclusion. A final conclusion will be confirmed to the complainant within ten working days.

Contact Details:

Jackie Roby and Sophie Heason - hello@wildelemental.co.uk

September 2025