Complaints Procedure

We want every student to have a good experience, and if something is not right we would rather know early so we can put it right.

Step 1: Tell us

Email andy@thealevelmathstutor.co.uk or call 01623 471763. Please include:

• the student's name;
• the tutor's name and the session (date and time) your concern relates to; and
• a short description of what happened.

If your concern is about a specific lesson or a charge, please tell us within a reasonable time, and ideally within a few days, so the details are fresh and we can check them.

Step 2: We look into it

• We will acknowledge your complaint promptly, normally within 2 working days.
• Where the complaint concerns a specific session, we will put the details to the tutor and give them a short period to respond.
• We aim to give you a full response within 10 working days. If we need longer, for example to look into something complex, we will tell you why and when to expect a reply.

Step 3: Putting it right

If your complaint is justified, we will agree a suitable remedy with you. Depending on the situation this might be re-teaching or making up the time, correcting or refunding a charge, or arranging a different tutor. Where a charge is disputed, we will hold or reverse it while we look into it rather than pursue it.

Step 4: If we cannot resolve it

If you are not satisfied with our response, let us know and we will review it again. If we still cannot resolve your complaint between us, we will confirm that to you in writing and tell you about any alternative dispute resolution option available to you at that point. You can also seek advice from Citizens Advice.