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Complaints Policy

Primary PPA Cover aims to provide high-quality services that meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation.

If you are unhappy in any capacity with your provision, please refer to your SLA which provides clear instruction and a procedure that will be followed.

If you are unhappy with a member of staff from Head Office, please advise them directly if appropriate. If inappropriate then please raise this in writing to the staff member's superior (please see below)

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with the response given or wish to raise the matter more formally, please write to Rachel Stapleford if you are a school and Leah Moore if you are a current, previous or future employee at

All written complaints will be logged. You will receive a written acknowledgment within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

Monday, July 06, 2020

2020 has seen unprecedented times that we, as a company, never thought we would find ourselves in. We would like to express our gratitude to our:

  • Amazing clients

Working in the public sector can be very challenging at times and we understand that for schools, it is difficult to appreciate the way that our business works. Thanks to the support of our schools and the Coronavirus Job Retention Scheme, we managed to waive over £300,000 of invoices to schools. This left us in a very difficult situation as we still have our HQ premises mortgage, bills to cover and suppliers that unfortunately have had to charge us regardless of the situation. We have lost approximately 10 schools for 2020-2021 due to COVID-19 and the budget cuts their schools have faced. We are very hopeful that these schools will return to us once they are open in September and have received funding support from the government.

  • Wonderful staff

Given one days notice that all schools in the UK would close, our staff had to frantically cancel over 90 PPA sessions daily, indefinitely. Throughout the peak of the crisis, we have had to work night and day to ensure the decisions we were making were going to have a minimal impact on our regular services once schools resumed. Our staff have taken the time to organise their work, to write new lesson plans for children and new schemes of work and we couldn’t be more grateful of their support. This truly shows their passion for the education sector and above all their love for children and learning!

  • Suppliers

To those suppliers who have been flexible with us during these unprecedented times, we thank you from the bottom of our hearts. Tsunami Computers Leicester, Lex AutoLease, WaterPlus and many more have allowed us to pause or reduce our monthly payments whilst we have received no income. This has made the difference between us surviving and not surviving the crisis. 

Going forwards, we will be rebuilding our business back up to where we were and support from schools in outsourcing their PPA to us to help us rebuild is greatly appreciated. We understand PPA time is a legal requirement for all teachers and the majority of the subjects that we cover are compulsory so if you are struggling to cover PPA time, would like to explore a new method of covering a compulsory subject such as MFL or ICT, please allow us to provide your school with a FREE trial and show you why you should choose us and support our small business.

We would like to send our well wishes to all small businesses both who have survived the crisis and who unfortunately have closed their doors. If you have managed to survive like us, please dig deep and find that energy to push forwards once more to rebuild your business rather than give up. The UK needs small businesses and even more so now with unemployment on the rise. It will be worth it, we promise!