Complaints handling policy

In the event of a complaint, please read the below policy to ensure your complaint is dealt with as effectively as possible. We do aim to resolve your complaint where possible to your satisfaction.

LAST UPDATED 02 MAY 2025

Complaints must be submitted in writing via email to instituteresolutions@tes.com where a member of our experienced team will be assigned to your case.

We will acknowledge your complaint and aim to respond with a resolution within 2 UK business days, between the hours of 9am – 5pm Monday to Friday.

If we are not able to resolve your complaint within 48 hours, we aim to provide regular updates around next steps to resolve your issue, in cases where we are able to resolve the matter.

Alternatively, your assigned resolutions team member will confirm the actions they have taken to resolve your complaint or make suggestions to resolve the matter to your satisfaction.

Any appeal raised to complaints must be made in writing to instituteresolutions@tes.com within 10 working days of receipt of the decision. A member of our experienced team will then be assigned to your case. Please be sure to reference the original complaint and reasoning why the resolution was not satisfactory.

The original complaint and appeal will be escalated on your behalf to a member of the senior management team within the relevant department relating to your enquiry.

The complaint and the appeal with be reviewed within 10 UK business days by the senior manager. You will be provided with a response from instituteresolutions@tes.com with the outcome of the decision made by the senior manager. Any compensatory measures where agreed will be discussed with you, applied, and managed by your assigned resolutions team member.

Please note, any outcomes from an appeal will be final and no further correspondence will be entered into regarding the complaint after this point. If your complaint relates to Tes Institute and you are an eligible higher education student, you may have the right to take your complaint to the Office of the Independent Adjudicator (OIA). In order to raise your complaint with the OIA, you will need a Completion of Procedures letter, which we will provide to you following the conclusion of the Tes complaints process.

Please see the OIA website for further details: http://www.oiahe.org.uk/