Approved by: Management Team
Date: 30/09/2025
Next Review Due: 30/09/2026
Introduction
We care about what you think. At The Tuition College, we aim to work in partnership with parents, carers, and students. We always try to do our best, and your views help us to improve.
We welcome feedback when things are going well, and we encourage you to raise concerns or complaints as soon as possible so that we can resolve them quickly and fairly.
Our Commitment to You
- We will deal with your concern or complaint professionally, thoroughly, and fairly.
- We will keep you informed of progress and timescales.
- We will apologise if we have made a mistake and explain what we will do to put it right.
- We will use complaints as opportunities to learn and improve.
1. Aims
- To be impartial, respectful, and non-adversarial.
- To address concerns promptly and fairly.
- To keep matters confidential and respect privacy.
- To make reasonable adjustments so all families can access the procedure.
- To resolve issues informally where possible.
- To provide a clear formal process where required.
2. Scope
This policy covers complaints from parents/carers and students relating to:
- Teaching, tutoring, and academic support.
- Behaviour, conduct, and discipline.
- Communication.
- Fees and administration.
- Facilities and resources.
Exclusions:
- Safeguarding/child protection concerns (see Safeguarding Policy).
- Staff grievances or disciplinary matters.
- Data protection (see GDPR & Privacy Policy).
Safeguarding concerns must be referred immediately to the Designated Safeguarding Lead (DSL), or the police if a child is at immediate risk.
3. Roles & Responsibilities
Complainant
- Present the concern clearly, with relevant details and desired outcome.
- Co-operate with the process respectfully.
- Avoid using social media to escalate issues.
Centre Manager
- Investigate concerns at Stage 1 and Stage 2.
- Keep records and communicate outcomes.
Head of Centre
- Undertake a final review at Stage 3.
- Ensure complaints are handled fairly and consistently.
4. Principles & Timescales
- Complaints should normally be raised within 3 months of the issue.
- Acknowledgement: within 5 working days.
- Response: normally within 20 working days at each formal stage.
- If timescales cannot be met, we will explain why and set a new deadline.
- Out-of-term complaints will be treated as received on the first working day after a holiday.
5. Stages of Complaint
Stage 1 – Informal (Tutor / Centre Manager)
- Raise your concern verbally or in writing with the relevant Tutor or Centre Manager.
- We will acknowledge within 5 working days and aim to resolve quickly.
- If unresolved, move to Stage 2.
Stage 2 – Formal (Centre Manager)
- Submit a written complaint (email or complaint form).
- We will acknowledge within 5 working days.
- The Centre Manager will investigate (speaking with those involved, reviewing records).
- A written outcome will be sent within 20 working days.
- If you remain dissatisfied, you may escalate to Stage 3.
Stage 3 – Final Review (Head of Centre)
- Write to the Head of Centre within 10 working days of the Stage 2 outcome, explaining why you remain dissatisfied.
- The Head of Centre will review the complaint (paper review and/or meeting).
- A final written decision will be issued within 20 working days.
- This is the final internal stage of The Tuition College complaints procedure.
If the Complaint is About…
- A Tutor → Stage 1 (Tutor/Centre Manager), Stage 2 (Centre Manager), Stage 3 (Head of Centre).
- The Centre Manager → Stage 3 (Head of Centre).
- The Head of Centre → An independent person (e.g., safeguarding/education consultant) will review.
6. External Routes (after internal process)
- Safeguarding/child protection concerns: contact police (999 if immediate risk) or local authority children’s social care.
- Ofsted: if you believe we are not meeting Ofsted requirements (where applicable).
- Consumer/contract issues: advice may be sought from Citizens Advice or Alternative Dispute Resolution services.
7. Persistent or Unreasonable Complaints
We will treat all complaints seriously. However, if behaviour becomes unreasonable (harassing, repetitive, abusive, or disruptive), we may:
- Restrict contact to a single channel.
- Limit frequency of contact.
- In extreme cases, involve the police or restrict access to the premises.
8. Record-Keeping
- All formal complaints will be logged with details of stages, outcomes, and actions.
- Records will be stored securely in line with GDPR.
- Complaints will be reviewed regularly to identify lessons learned.
9. Learning from Complaints
We use complaints to improve our services, policies, and communication. The Management Team and Head of Centre review complaint trends termly.
10. Social Media
Please do not use social media to air complaints. This undermines confidentiality and fairness. Complaints should be raised directly with us through this procedure.
11. Withdrawal of Complaints
Complaints may be withdrawn at any stage. We ask that withdrawals are confirmed in writing (email is acceptable).