{"id":1473,"date":"2025-09-16T12:54:11","date_gmt":"2025-09-16T12:54:11","guid":{"rendered":"https:\/\/www.79test.co.uk\/dul\/?page_id=1473"},"modified":"2026-03-14T16:46:21","modified_gmt":"2026-03-14T16:46:21","slug":"complaints","status":"publish","type":"page","link":"https:\/\/79test.co.uk\/dul\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1473\" class=\"elementor elementor-1473\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8682c27 e-flex e-con-boxed e-con e-parent\" data-id=\"8682c27\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f42b00a elementor-widget elementor-widget-heading\" data-id=\"f42b00a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-420362d e-flex e-con-boxed e-con e-parent\" data-id=\"420362d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-298f416 e-con-full elementor-hidden-mobile e-flex e-con e-child\" data-id=\"298f416\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dafdf96 elementor-widget elementor-widget-tp-adv-text-block\" data-id=\"dafdf96\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-adv-text-block.default\">\n\t\t\t\t\t<div class=\"pt-plus-text-block-wrapper\" data-tp-gsap-textblock=\"\" ><div class=\"text_block_parallax\"><div class=\"pt_plus_adv_text_block \" ><div class=\"text-content-block\"><p>.<\/p><\/div><\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-91bec2c e-con-full e-flex e-con e-child\" data-id=\"91bec2c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-21f9b9a elementor-position-inline-start e-transform elementor-mobile-position-inline-start elementor-view-default elementor-widget elementor-widget-icon-box\" data-id=\"21f9b9a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_transform_translateY_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:-32,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:-134,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"icon-box.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<a href=\"https:\/\/79test.co.uk\/dul\/contact\/\" class=\"elementor-icon\" tabindex=\"-1\" aria-label=\"Contact Us\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"60\" height=\"59\" viewBox=\"0 0 60 59\" fill=\"none\"><rect width=\"60\" height=\"59\" rx=\"29.5\" fill=\"#0B3A56\"><\/rect><path d=\"M41.5 25C42.125 25.475 42.5 26.2125 42.5 27V39.5C42.5 40.163 42.2366 40.7989 41.7678 41.2678C41.2989 41.7366 40.663 42 40 42H20C19.337 42 18.7011 41.7366 18.2322 41.2678C17.7634 40.7989 17.5 40.163 17.5 39.5V27C17.5 26.6119 17.5904 26.2291 17.7639 25.882C17.9375 25.5348 18.1895 25.2329 18.5 25L28.5 17.5C28.9327 17.1754 29.4591 17 30 17C30.5409 17 31.0673 17.1754 31.5 17.5L41.5 25Z\" stroke=\"white\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><path d=\"M42.5 27L31.2875 34.125C30.9016 34.3668 30.4554 34.495 30 34.495C29.5446 34.495 29.0984 34.3668 28.7125 34.125L17.5 27\" stroke=\"white\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><\/svg>\t\t\t\t<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<a href=\"https:\/\/79test.co.uk\/dul\/contact\/\" >\n\t\t\t\t\t\t\tContact Us\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b723f45 e-con-full elementor-hidden-mobile e-flex e-con e-child\" data-id=\"b723f45\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d4a2fed elementor-widget elementor-widget-tp-adv-text-block\" data-id=\"d4a2fed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-adv-text-block.default\">\n\t\t\t\t\t<div class=\"pt-plus-text-block-wrapper\" data-tp-gsap-textblock=\"\" ><div class=\"text_block_parallax\"><div class=\"pt_plus_adv_text_block \" ><div class=\"text-content-block\"><p>.<\/p><\/div><\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-958ce67 e-flex e-con-boxed e-con e-parent\" data-id=\"958ce67\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d1a5488 e-con-full e-flex e-con e-child\" data-id=\"d1a5488\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-b0bd9db e-con-full e-flex e-con e-child\" data-id=\"b0bd9db\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dbb12c7 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"dbb12c7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element vc_custom_1653445628554\"><div class=\"wpb_wrapper\"><p>If parents have a general complaint, they should normally contact the office in the first instance. A member of SLT will determine the appropriate course of action to support with resolving the parent\u2019s complaint. SLT will endeavour to resolve the complaint by way of a discussion in the first instance. This is referred to as Stage 1 of the complaints process. In most cases, the matter will be resolved at this level to the parents\u2019 satisfaction.<\/p><p>If it has not been possible to resolve the complaint at Stage 1, then the parents should put their complaint in writing to the Principal. The form can be downloaded from the bottom of this page. The Principal will decide, after considering the complaint, the appropriate course of action to take including the person to take the lead in any investigation.<\/p><p>The Darul Uloom has not received any formal complaints for the academic year 2023-2024 and no formal complaints for the academic year 2024-2025.<\/p><p><style>\n    .wpdmdt-toolbar {\n        padding: 10px;\n    }\n    .wpdmdt-toolbarb {\n        padding: 5px 10px 10px;\n    }\n    .wpdmdt-toolbar > div {\n        display: inline-block;\n    }\n    table,td,th{\n        border: 0;\n    }\n    #wpdm-all-packages .card{\n        overflow: hidden;\n    }\n    .dataTables_wrapper .table{\n        margin: 0;\n    }\n    #wpdmmydls-9651ad320d11d33dbf4122da91914072{\n        border-bottom: 1px solid #dddddd;\n        border-top: 1px solid #dddddd;\n        font-size: 10pt;\n        min-width: 100%;\n    }\n    #wpdmmydls-9651ad320d11d33dbf4122da91914072 .wpdm-download-link img{\n        box-shadow: none !important;\n        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       display: block;\n            max-width: 100% !important;\n            width: auto !important;\n\n        }\n    }\n\n\n<\/style>\n<div class=\"w3eden\">\n    <div id=\"wpdm-all-packages\">\n        <table id=\"wpdmmydls-9651ad320d11d33dbf4122da91914072\" class=\"table table-striped wpdm-all-packages-table\">\n            <thead>\n            <tr>\n                                <th style=\"\"  id=\"title\" class=\"\">Title<\/th>\n                                <th style=\"\"  id=\"downloadlink\" class=\"hidden-sm hidden-xs\">Download<\/th>\n                \n            <\/tr>\n            <\/thead>\n            <tbody>\n            \n                    <tr class=\"__dt_row\">\n                                                <td  class=\"__dt_col_0 __dt_col __dt_col_title\" style=\"background-image: url('https:\/\/darululoomleicester.org\/wp-content\/plugins\/download-manager\/assets\/file-type-icons\/pdf.png');background-size: 36px;background-position: 5px 8px;background-repeat:  no-repeat;padding-left: 52px;line-height: normal;\">\n                            <strong>Complaint Form<\/strong><br\/><div class=\"hidden-md hidden-lg td-mobile\"><\/div>\n\n                        <\/td>\n                                                <td  class=\"__dt_col_1 __dt_col __dt_col_download_link\" >\n                            <a class='wpdm-download-link download-on-click btn btn-primary ' rel='nofollow' href='#' data-downloadurl=\"https:\/\/79test.co.uk\/dul\/download\/complaint-form\/?wpdmdl=3693&#038;refresh=6a3b82d907afb1782285017\">Download<\/a>\n\n                        <\/td>\n                        \n                    <\/tr>\n                \n                    <tr class=\"__dt_row\">\n                                                <td  class=\"__dt_col_0 __dt_col __dt_col_title\" style=\"background-image: url('https:\/\/79test.co.uk\/dul\/wp-content\/plugins\/download-manager\/assets\/file-type-icons\/pdf.svg');background-size: 36px;background-position: 5px 8px;background-repeat:  no-repeat;padding-left: 52px;line-height: normal;\">\n                            <strong>Complaints Policy (2025-2026)<\/strong><br\/><div class=\"hidden-md hidden-lg td-mobile\"><\/div>\n\n                        <\/td>\n                                                <td  class=\"__dt_col_1 __dt_col __dt_col_download_link\" >\n                            <a class='wpdm-download-link download-on-click btn btn-primary ' rel='nofollow' href='#' data-downloadurl=\"https:\/\/79test.co.uk\/dul\/download\/complaints-policy\/?wpdmdl=3695&#038;refresh=6a3b82d9086661782285017\">Download<\/a>\n\n                        <\/td>\n                        \n                    <\/tr>\n                                        <\/tbody>\n        <\/table>\n\n        <div class='text-center'><ul class='pagination wpdm-pagination pagination-centered text-center'><\/ul><\/div>\n    <\/div>\n<\/div>\n<\/p><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f5fcef2 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"f5fcef2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Informal Complaint Form\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d78bc19 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"d78bc19\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-505167d elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"505167d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element vc_custom_1653445628554\"><div class=\"wpb_wrapper\"><p>If you would like to make an informal complaint to the Darul Uloom, please click the link below to complete the form.<\/p><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78934b9 elementor-align-left elementor-mobile-align-justify elementor-widget elementor-widget-button\" data-id=\"78934b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/forms.gle\/oSaecWgNJAfYqUPL7\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" viewBox=\"0 0 21 21\" fill=\"none\"><path d=\"M8 15.5L13 10.5L8 5.5\" stroke=\"white\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Informal Complaint Form<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-02af89d e-con-full e-flex e-con e-child\" data-id=\"02af89d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-cddc79e e-con-full e-flex e-con e-child\" data-id=\"cddc79e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_offset&quot;:0,&quot;sticky_effects_offset&quot;:0,&quot;sticky_anchor_link_offset&quot;:0}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-28d86b1 sidebar-menu elementor-widget elementor-widget-tp-navigation-menu-lite\" data-id=\"28d86b1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-navigation-menu-lite.default\">\n\t\t\t\t\t\n\t\t<div class=\"plus-navigation-wrap text-left nav-menu6a3b82d90fdab\">\n\t\t\t<div class=\"plus-navigation-inner menu-click main-menu-indicator-none sub-menu-indicator-none \"  data-menu_transition=\"style-1\">\n\t\t\t\t<div id=\"theplus-navigation-normal-menu\" class=\"collapse navbar-collapse navbar-ex1-collapse\">\n\t\n\t\t\t\t\t<div class=\"plus-navigation-menu menu-vertical\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t<div class=\"plus-navigation-menu menu-vertical\"><ul id=\"menu-sidebar-menu\" class=\"nav navbar-nav yamm menu-hover-none\"><li id=\"menu-item-6968\" class=\"menu-item menu-item-type-post_type menu-item-object-page animate-dropdown menu-item-6968\" ><a title=\"At a Glance\" href=\"https:\/\/79test.co.uk\/dul\/at-a-glance\/\" data-text=\"At a Glance\">At a Glance<\/a><\/li>\n<li id=\"menu-item-6969\" class=\"menu-item menu-item-type-post_type menu-item-object-page animate-dropdown menu-item-6969\" ><a title=\"E-Safety\" href=\"https:\/\/79test.co.uk\/dul\/e-safety\/\" data-text=\"E-Safety\">E-Safety<\/a><\/li>\n<li id=\"menu-item-6970\" class=\"menu-item menu-item-type-post_type menu-item-object-page animate-dropdown menu-item-6970\" ><a title=\"Faculty and Staff\" href=\"https:\/\/79test.co.uk\/dul\/faculty-and-staff\/\" data-text=\"Faculty and Staff\">Faculty and Staff<\/a><\/li>\n<li id=\"menu-item-6971\" class=\"menu-item menu-item-type-post_type menu-item-object-page animate-dropdown menu-item-6971\" ><a title=\"Principal\u2019s Message\" href=\"https:\/\/79test.co.uk\/dul\/principals-message\/\" data-text=\"Principal\u2019s Message\">Principal\u2019s Message<\/a><\/li>\n<li id=\"menu-item-6972\" class=\"menu-item menu-item-type-post_type menu-item-object-page animate-dropdown menu-item-6972\" ><a title=\"Vision and Values\" href=\"https:\/\/79test.co.uk\/dul\/vision-and-values\/\" data-text=\"Vision and Values\">Vision and Values<\/a><\/li>\n<\/ul><\/div>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t<div class=\"plus-mobile-nav-toggle navbar-header mobile-toggle\">\n\t\t\t\t\t\t<div class=\"mobile-plus-toggle-menu plus-collapsed toggle-style-1\" data-target=\"#plus-mobile-nav-toggle-nav-menu6a3b82d90fdab\">\n\t\t\t\t\t\t\t<ul class=\"toggle-lines\">\n\t\t\t\t\t\t\t\t<li class=\"toggle-line\"><\/li>\n\t\t\t\t\t\t\t\t<li class=\"toggle-line\"><\/li>\n\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t<div id=\"plus-mobile-nav-toggle-nav-menu6a3b82d90fdab\"\n\t\t\t\t\t\tclass=\"plus-mobile-menu  collapse navbar-collapse navbar-ex1-collapse plus-mobile-menu-content \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t \n\t\t<style>@media (min-width:992px){.plus-navigation-wrap.nav-menu6a3b82d90fdab #theplus-navigation-normal-menu{display: block!important;}.plus-navigation-wrap.nav-menu6a3b82d90fdab #plus-mobile-nav-toggle-nav-menu6a3b82d90fdab.collapse.in{display:none;}}@media (max-width:991px){.plus-navigation-wrap.nav-menu6a3b82d90fdab #theplus-navigation-normal-menu{display:none !important;}.plus-navigation-wrap.nav-menu6a3b82d90fdab .plus-mobile-nav-toggle.mobile-toggle{display: -webkit-flex;display: -moz-flex;display: -ms-flex;display: flex;-webkit-align-items: center;-moz-align-items: center;-ms-align-items: center;align-items: center;-webkit-justify-content: flex-end;-moz-justify-content: flex-end;-ms-justify-content: flex-end;justify-content: flex-end;}}<\/style>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>. Contact Us . If parents have a general complaint, they should normally contact the office in the first instance. A member of SLT will determine the appropriate course of action to support with resolving the parent\u2019s complaint. SLT will endeavour to resolve the complaint by way of a discussion in the first instance. This [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1473","page","type-page","status-publish","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.8 - aioseo.com -->\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<link rel=\"canonical\" href=\"https:\/\/79test.co.uk\/dul\/download\/complaints-policy\/\" \/>\n\t<meta name=\"generator\" content=\"All in One SEO (AIOSEO) 4.9.8\" \/>\n\t\t<meta property=\"og:locale\" content=\"en_US\" \/>\n\t\t<meta property=\"og:site_name\" content=\"Dar-ul-uloom Leicester -\" \/>\n\t\t<meta property=\"og:type\" content=\"article\" \/>\n\t\t<meta property=\"og:title\" content=\"Complaints Policy (2025-2026) - Dar-ul-uloom Leicester\" \/>\n\t\t<meta property=\"og:url\" content=\"https:\/\/79test.co.uk\/dul\/download\/complaints-policy\/\" \/>\n\t\t<meta property=\"og:image\" content=\"https:\/\/79test.co.uk\/dul\/wp-content\/uploads\/2025\/09\/DUL-LOGO-Shorten.svg\" \/>\n\t\t<meta property=\"og:image:secure_url\" content=\"https:\/\/79test.co.uk\/dul\/wp-content\/uploads\/2025\/09\/DUL-LOGO-Shorten.svg\" \/>\n\t\t<meta property=\"article:published_time\" content=\"2019-10-28T12:25:28+00:00\" \/>\n\t\t<meta property=\"article:modified_time\" content=\"2019-10-28T12:25:28+00:00\" \/>\n\t\t<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n\t\t<meta name=\"twitter:title\" content=\"Complaints Policy (2025-2026) - 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