Myrtle Learning Tuition Complaints Policy and Procedure
Policy Owner
Myrtle Learning Tuition
Approved By
Director / Proprietor
Date of Policy
September 2025
Review Date
September 2027
1. Statement of Commitment
Myrtle Learning Tuition is committed to providing a safe, supportive, inclusive and high-quality learning environment for all pupils, parents/carers, staff and stakeholders.
We recognise that concerns and complaints may arise from time to time. We view complaints as an opportunity to learn, improve our services and strengthen relationships with families and learners.
This policy has been designed in line with:
- Ofsted expectations regarding complaints handling;
- Department for Education (DfE) best practice guidance for complaints procedures;
- The principles of fairness, transparency, confidentiality and timely resolution.
We aim to:
- resolve concerns quickly, fairly and informally wherever possible;
- ensure all complaints are handled consistently and respectfully;
- maintain confidentiality throughout the process;
- ensure no complainant is treated unfairly because they raise a concern;
- maintain clear records of complaints and outcomes;
- use feedback to improve the quality of provision.
2. Scope of the Policy
This policy applies to complaints relating to:
- the quality of teaching and learning;
- behaviour management;
- safeguarding concerns;
- communication with parents/carers;
- staff conduct;
- equality, inclusion or discrimination concerns;
- administration or organisation of tuition sessions;
- online learning provision;
- health and safety;
- billing or service delivery.
This policy applies to complaints made by:
- parents/carers;
- pupils;
- members of the public;
- partner organisations.
3. Principles of Effective Complaints Handling
Myrtle Learning Tuition will ensure that complaints are:
- acknowledged promptly;
- investigated fairly and objectively;
- handled with sensitivity and confidentiality;
- resolved within reasonable timescales;
- recorded appropriately;
- monitored for recurring themes.
Where appropriate, we will seek to resolve concerns informally before moving to a formal complaints stage.
4. Definitions
Concern
A concern is an expression of worry or dissatisfaction that can usually be resolved quickly through discussion or clarification.
Complaint
A complaint is an expression of dissatisfaction about actions taken, decisions made or the standard of service provided, where the complainant seeks a formal response.
5. Complaints Not Covered by This Policy
This policy does not cover:
- child protection or safeguarding allegations against staff (these will be handled under the Safeguarding and Child Protection Policy);
- whistleblowing by staff (covered under the Whistleblowing Policy);
- staff grievances or disciplinary matters;
- complaints subject to legal proceedings;
- anonymous complaints where there is insufficient information to investigate.
However, anonymous complaints relating to safeguarding or pupil welfare will always be considered.
6. Roles and Responsibilities
Director / Proprietor
The Director is responsible for:
- ensuring complaints are handled fairly and efficiently;
- maintaining complaint records;
- ensuring actions are implemented following investigations;
- reviewing trends and improving practice.
Staff Members
All staff are expected to:
- listen respectfully to concerns;
- attempt to resolve issues informally where appropriate;
- report complaints promptly to management;
- cooperate fully with investigations.
7. Complaints Procedure
Stage 1 – Informal Resolution
Most concerns can be resolved informally through discussion.
Parents/carers or complainants should raise concerns initially with:
- the class tutor; or
- the Director/Manager.
Concerns may be raised:
- in person;
- by telephone;
- by email.
We aim to resolve informal concerns within 5 working days.
If the matter is not resolved satisfactorily, the complainant may proceed to Stage 2.
Stage 2 – Formal Complaint
Formal complaints should be submitted in writing to the Director/Proprietor.
Complaints should include:
- the complainant’s name and contact details;
- details of the complaint;
- relevant dates and times;
- names of any witnesses (if applicable);
- details of actions already taken to resolve the matter;
- the outcome sought.
Acknowledgement
The complaint will be acknowledged within 5 working days.
Investigation
The Director or nominated investigator will:
- review all relevant evidence;
- speak with relevant individuals;
- maintain confidentiality as far as possible;
- keep accurate records.
Outcome
A written response will normally be provided within 15 working days of acknowledgement.
Where additional time is required, the complainant will be informed of:
- the reason for delay; and
- the revised response date.
Possible outcomes may include:
- an explanation;
- an apology;
- corrective action;
- policy or procedural changes;
- staff training;
- mediation or restorative discussion.
Stage 3 – Review / Appeal
If the complainant remains dissatisfied, they may request a review of the complaint.
Requests for review must be submitted in writing within 10 working days of receiving the Stage 2 outcome.
The review will be conducted by:
- a senior member of staff not previously involved; or
- an independent reviewer where appropriate.
The reviewer will consider:
- whether the complaints procedure was followed correctly;
- whether the investigation was fair and reasonable;
- whether the outcome was proportionate.
The review outcome will normally be provided within 15 working days.
The decision at Stage 3 is final.
8. Complaints Relating to the Director / Proprietor
Where a complaint concerns the Director or Proprietor directly, the complaint should be submitted to the designated independent complaints contact:
Independent Complaints Contact:
Andrea Waite (Designated Safeguard Lead); [email protected]
The complaint will be reviewed independently and fairly.
9. Safeguarding Concerns
Any complaint involving:
- safeguarding;
- abuse;
- neglect;
- inappropriate staff conduct;
- risks to pupil welfare;
will be dealt with immediately under the Safeguarding and Child Protection Policy.
Where required, concerns may be referred to:
- the Local Authority Designated Officer (LADO);
- children’s social care;
- the police;
- Ofsted or other relevant authorities.
If a child is believed to be at immediate risk of harm, emergency services should be contacted immediately.
10. Confidentiality
All complaints will be handled sensitively and confidentially.
Information will only be shared with individuals directly involved in investigating or resolving the complaint.
Complaint records will be stored securely in accordance with data protection legislation.
11. Record Keeping
Myrtle Learning Tuition will maintain a written record of:
- complaints received;
- investigations undertaken;
- correspondence;
- outcomes and actions;
Records will be retained securely for a minimum of 3 years.
A complaints log will be monitored to identify recurring issues or trends.
12. Unreasonable or Persistent Complaints
We are committed to treating all complainants respectfully.
However, Myrtle Learning Tuition may limit communication where a complainant:
- behaves aggressively or abusively;
- makes repeated complaints about the same issue without new evidence;
- makes unreasonable demands on staff time;
- uses threatening or discriminatory language.
Any restrictions imposed will be reasonable, proportionate and recorded.
13. Accessibility and Equality
We are committed to ensuring this policy is accessible to all.
Support will be provided where needed, including:
- translated documents;
- interpreter support;
- alternative communication formats;
- assistance completing complaint forms.
Complaints will be handled in accordance with the Equality Act 2010.
14. Escalation Beyond Myrtle Learning Tuition
Complainants are expected to complete Myrtle Learning Tuition’s complaints procedure before contacting external agencies.
Depending on the nature of the complaint, concerns may then be referred to:
Ofsted
Ofsted cannot usually resolve individual disputes but may consider concerns relating to:
- safeguarding;
- welfare;
- quality of education;
- legal compliance;
- suitability of provision.
Ofsted expects complainants to follow the provider’s complaints procedure first.
Further information can be found at:
Ofsted Complaints Procedure
Department for Education (DfE)
Information regarding school and education complaints can be found at:
Department for Education Complaints Guidance
15. Monitoring and Review
This policy will be reviewed annually or earlier if:
- legislation changes;
- Ofsted guidance changes;
- operational needs require updates.
Complaints data may be reviewed periodically to improve services and identify training needs.
