Complaints Policy for LearnLots
1. Introduction
At LearnLots, we are committed to providing high-quality services, including: online group tuition, education consultancy and exam marking services. We value feedback from our students, parents and school staff and take all complaints seriously. This policy outlines our procedure for handling complaints to ensure they are addressed promptly and fairly.
2. Scope
This policy applies to all students, parents, tutors, and staff involved in our services.
3. Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service.
4. How to Make a Complaint
• Informal Resolution: We encourage you to raise any concerns directly with the tutor or staff member involved. Many issues can be resolved quickly and informally.
• Formal Complaint: If you are not satisfied with the informal resolution, you can make a formal complaint by contacting LearnLots at admin@LearnLots.co.uk. Please provide detailed information about the issue, including any relevant dates, times, and names of individuals involved.
5. Complaint Handling Procedure
• Acknowledgment: We will acknowledge receipt of your complaint within 5 working days.
• Investigation: The complaint will be investigated by a designated member of our team. This may involve reviewing session recordings, speaking with relevant parties, and gathering additional information.
• Response: We aim to provide a full response within 28 working days of acknowledging the complaint. If more time is needed, we will inform you of the delay and provide a revised timeline.
• Resolution: We will outline the steps we have taken to address the complaint and any actions we will implement to prevent similar issues in the future.
6. Escalation
If you are not satisfied with the outcome of your complaint, you can request a review by a senior member of our team.

7. Confidentiality
All complaints will be handled with confidentiality. Information will only be shared with those who need to know in order to investigate and resolve the issue.
8. Record Keeping
We will keep a record of all complaints, including details of the investigation and the outcome. These records will be used to improve our services and ensure accountability.
9. Continuous Improvement
We are committed to continuously improving our services. Feedback from complaints will be used to identify areas for improvement and implement necessary changes.
10. Contact Information
For any questions or to make a complaint, please contact us at admin@LearnLots.co.uk.