Weduc Complaints and Feedback Policy
At Weduc, we’re here to help schools stay connected with their pupils’ families and carers. We
do our best to make every experience a positive one, but we know that sometimes things don’t
go as planned. When that happens, we’re here to listen and help make things right.
We’re Listening and Always Improving
Your feedback is so valuable to us. It lets us know what we’re doing well and where we can make
things better. Our team is dedicated to responding to any concerns quickly and ensuring your
experience with Weduc is a positive one.
How to Share Feedback or Make a Complaint
If you have feedback or need to make a complaint, reaching out is easy:
- Email Us: Drop us a line at support@weduc.com, including as many details as you can,
like any reference numbers or previous conversations. - What Helps Us Help You: To make sure we get it right, please include:
o The key points of your concern
o Any relevant conversations or reference numbers, if you have them
o What you’d like us to do to make things better
This info helps us respond to every part of your concern quickly and clearly.
Our Simple 3-Step Process for Handling Your Complaint
We keep things straightforward with three steps, so you’ll know exactly what to expect:
Step 1: Initial Support
• Acknowledgement: Our friendly Customer Support Team will get back to you within 2
working days.
• Resolving Together: We aim to resolve most concerns right here, with an initial plan to
make things right.
• Keeping You in the Loop: If it’s a bit more complex, we’ll keep you updated throughout
and let you know what’s next.
Step 2: Escalation to Head of Operations
• Extra Help: If it’s still not resolved within 5 working days, we’ll pass it on to our Head of
Operations for a closer look.
• Prompt Follow-Up: The Head of Operations will reach out with a new plan and work with
you to reach a solution, typically within the next 5 working days.
Step 3: Final Review by Director or CEO
• Final Step: If we need to take it further, either our Director or CEO will step in to review
the issue from every angle.
• Final Response: Within 10 working days, we’ll provide a final response and make sure
we’ve done everything we can.
Our goal is to get things right for you as quickly as possible, while making sure your concerns are
fully addressed.
Your Feedback Helps Us Grow
Once everything is resolved, we’d love to hear how we did. Your feedback helps us keep
improving, so Weduc can be the best it can be for all families and carers.
Thank you for letting us make things right. We’re here to support you, every step of the way