If something goes wrong, tell us
We'd much rather hear that a session fell short than have you quietly stop booking. This page sets out how to raise a complaint, what happens next, and how long it should take.
Last updated: 19 August 2026
Worried about a child's safety? Don't use this process
Anything involving a child's wellbeing goes straight to our safeguarding team and is handled immediately, not on the timescales below. See our Safeguarding Policy. If a child is in immediate danger, call 999 first.
1. Tell us what went wrong
Use the contact form, or reply to any email we've sent you. Tell us what happened, when, and which tutor or session it involved — and what you'd like us to do about it. You don't need to use the word "complaint" or any particular form of words.
2. We acknowledge it within 2 working days
You'll get a reply from a real person confirming we've got it and who is looking into it. If we already know the answer, you'll get it in that first reply rather than being made to wait.
3. A full response within 10 working days
We'll tell you what we found, what we're doing about it, and — where something went wrong on our side — put it right. That might mean a refund, a free replacement session, a different tutor, or a change to how we do something.
If you're not happy with our answer
Say so, and ask for it to be looked at again. A different person from the one who handled it first will review the decision and reply. We're a small team, so that won't be a formal appeals panel — but it will be a genuine second look, not the same answer repeated.
Your rights outside this process
This procedure sits alongside your legal rights as a consumer — it doesn't replace them, and you don't have to exhaust it before going elsewhere. Under the Consumer Rights Act 2015 a service must be carried out with reasonable care and skill. If we can't resolve things between us, you can seek advice from Citizens Advice, and disputes about money can be taken to the small claims court. If your complaint is about how we handle your personal data, you can complain to the Information Commissioner's Office.
Ready to raise something?
Most things are quicker to sort than you'd expect — a missed session or a payment that looks wrong is usually fixed the same day.
Get in touchRelated: our Refunds & Cancellations policy covers what happens when a session is cancelled, and our Terms of Service set out the agreement between us.