This complaints policy (pdf/407kb) applies to customers of HFL Education, defined as organisations or individuals who directly commission and receive our services either directly or, where a maintained school,  via a commissioned arrangement through their LA.  

HFL Education provides professional advice and guidance to schools, settings and trusts and does not make decisions on behalf of schools, trusts or other organisations.  Accordingly, this policy does not cover complaints from third parties regarding actions or decisions taken by those organisations, whether or not informed by HFL Education advice. Such complaints must be directed to the decision-making organisation.