Complaints Policy

1. Purpose

This policy explains how parents, carers, and young people can raise concerns or complaints about any aspect of tuition. Our aim is to resolve issues quickly, fairly, and with care.

2. Raising a Complaint

Most concerns can be resolved through a simple conversation. If anyone has a complaint about teaching, communication, scheduling, or any other aspect of the service, they are encouraged to speak directly with Nicki Reg in the first instance. We will listen, respond promptly, and work to find a fair and respectful resolution.

3. Safeguarding‑Related Complaints

If a concern relates to safeguarding, or if someone feels unable to raise the issue with Nicki Reg directly, they should contact Worcestershire Safeguarding Services for advice or to make a report. Contact details for the Local Authority Designated Officer (LADO) are provided in the Safeguarding Policy

4. Recording and Handling Complaints

All complaints are taken seriously and handled with transparency and respect. A brief record will be kept of the concern, the steps taken, and the outcome. Information is stored securely in line with the Privacy Policy.

5. Escalation

If a complaint cannot be resolved through discussion, We will outline the next steps and any further options available. Safeguarding concerns will always follow statutory procedures.

6. Response Time

Complaints will usually be acknowledged within 5 working days, and every effort will be made to resolve concerns as quickly as possible.

Review

Issue Date: March 2026
Updated: March 2026
Review Date: March 2027