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Dispute Resolution Procedure

Dispute Resolution Procedure

At the Camden Business Operations, we are confident that our Traded Schools Services and Schools-Led Partnership provide the best service delivery available to our schools.

However, in the event that you are unsatisfied with any element of the service you have received, we have put in place a complaints procedure, which is outlined below. This will allow for the swift resolution of any disputes which may occur.

Step 1 – Initial Complaint

We would encourage any users dissatisfied with any element of our service to first of all contact the Business Operations on 0207 974 5063 or (outside of working hours) via email at schoolsupportservices@camden.gov.uk. This will allow us to discuss the problem you may have had with our services, and attempt to resolve it over the phone.

Step 2 – Resolution Centre

However, should this not prove viable, we would ask that you use the online system we have put in place to monitor and resolve disputes.

For any disputes relating to any of the SLA bookings made via your account, the first stop should be the Resolution Centre, which is located on your dashboard. This will be linked to the booking you wish to dispute. Here you can enter the specific nature of your dispute,
explain your issues with service delivery and attach any relevant/supporting documentation. A member of the Business Operations will respond within 1 working day.

After this point, you will be able to track the progress of your dispute until a satisfactory conclusion is reached between your school and the Business Operations. At this point, the dispute will be marked as “Resolved”, and sent for your approval. The Business Operations aims to resolve all complaints satisfactorily within 10 working days.

Step 3 - Resolution

If you feel that the issue has been resolved, you can approve this, and you will receive a subsequent message advising that the dispute is closed.

If you feel that the dispute has not been resolved to your satisfaction, you can reject this and the Business Operations will contact you further to explore why the resolution has been deemed unsatisfactory, whereupon we return to Step 2, until a satisfactory outcome has been reached.

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