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Complaints Policy

Complaints Policy
Last updated: [5th July 2025]

 

I aim to provide a high-quality, supportive tutoring service for every student and family. However, I understand that sometimes things may not go as expected. This Complaints Policy explains how you can raise any concerns and how I will handle them.

 

1. How to Raise a Complaint
If you are unhappy with any aspect of my tutoring service, please contact me as soon as possible. You can email me at [your email address] with details of your concern, including:

  • Your name and your child’s name

  • What happened and when

  • How you would like the issue to be resolved
     

2. How I Will Handle Your Complaint
I take all complaints seriously and aim to resolve issues quickly and fairly.

  • I will acknowledge your complaint within [e.g. 2 working days].

  • I will investigate your concern thoroughly, which may include discussing the matter with you and reviewing relevant information.

  • I aim to provide a clear response and resolution within [e.g. 7 working days] of acknowledging your complaint.
     

3. Possible Outcomes
If a complaint is upheld, I will do my best to put things right. This may include offering an apology, explaining what went wrong, providing a replacement lesson or, where appropriate, issuing a partial or full refund.

 

4. Escalating a Complaint
If you feel your complaint has not been resolved satisfactorily, please let me know in writing and I will review it again. As an independent tutor, I handle all complaints personally and transparently. If necessary, I may refer you to relevant professional bodies for additional guidance.

 

5. Confidentiality
All complaints are handled confidentially. I will only share information where necessary to investigate and resolve the issue.

 

6. Policy Review
I review this policy regularly to make sure it remains clear and effective. Updates will be published on my website with a new “last updated” date.

 

If you have any questions about this Complaints Policy, please contact me at info@razzatuition.com

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