If Something Has Gone Wrong
We would much rather hear it than not. Most concerns are settled in one conversation, but if that is not enough, here is exactly what happens, who does it, and how long it takes.
What This Covers
- The quality of the tuition
- How one of us has behaved
- Anything administrative, including billing
- Health and safety
The Three Stages
Talk to Us
Any time
Most things are sorted out in a two-minute conversation. Raise it with us directly — at the end of a session, on the phone, or by email — and we will act in good faith to put it right there and then.
You do not have to start formally, and starting informally does not use up any right to escalate later.
Put It in Writing
Answered within 10 working days
If it is not resolved, or if it is serious enough that you would rather it were formal from the start, email us with “Formal Complaint” and your child’s name in the subject line. Include what happened, the dates and times, and what you would like us to do about it.
We acknowledge every formal complaint in writing within 2 working days. We then investigate properly — which may mean reviewing lesson records, invoices or speaking to whoever was involved — and give you a full written response with our findings within 10 working days.
Take It Beyond Us
If you are still not satisfied
We are Individual Members of The Tutors’ Association and work to their Code of Practice. If you believe we have breached it, you can raise that with them directly at info@thetutorsassociation.org.uk.
Our client contract also commits both of us to considering Alternative Dispute Resolution if we cannot reach agreement ourselves.
To make a formal complaint
contact@cleverclogsacademy.com
Subject line: Formal Complaint — [your child’s name]
Two Things Worth Knowing
It Stays Confidential
We share what we have to in order to investigate, and no further. Our privacy notice sets out how we handle it.
We Write Every One Down
Formal complaints, what we did and how they ended are all recorded. That is partly a professional obligation and partly how we notice a pattern before it becomes one.
Or Just Tell Us
None of the above has to be the first step. A quick word at the end of a session is usually all it takes.