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Your Private Tutor Online is dedicated to providing high-quality services to our customers and takes any concerns or complaints seriously. We promptly investigate these matters to resolve them as quickly as possible.

We recognize that our customers have the right to:

Raise concerns or complaints about our services
Access clear information on how to voice complaints and concerns

Your Private Tutor Online maintains a register of all complaints, which are reviewed regularly as part of our process to monitor the quality and effectiveness of our services.

We strive for high standards in service delivery and welcome feedback from our customers on all aspects of our services. Such feedback is invaluable in helping us evaluate and improve our work.

Objectives of the Complaints Policy

The objectives of Your Private Tutor Online's Complaints Policy are to:

Ensure everyone knows how to make a complaint and how a complaint will be handled
Ensure complaints are dealt with consistently, fairly, and sensitively within clear time frames
Provide customers with a fair and effective way to complain about our work
Ensure that complaints are monitored to improve our services

Handling Complaints
Your Private Tutor Online will:

Listen carefully to complaints and treat them as confidential when required
Record, store, and manage all complaints accurately and in accordance with the Data Protection Act
Investigate complaints fully, objectively, and within the stated time frame
Notify the complainant of the results of the investigation
Inform the complainant of any actions to be implemented to prevent recurrence
Conduct an annual internal review of complaints received, actions taken, and outcomes to inform our product and service improvements

Definition of a Complaint
A complaint is any expression of dissatisfaction by an individual where they feel the level of service has not been delivered to a satisfactory standard. A customer may make a complaint if they feel Your Private Tutor Online has:

Failed to provide a service or an acceptable standard of service
Made a mistake in the way the service was provided
Failed to act in a proper manner

Complaints Procedure
Your Private Tutor Online aims to resolve most complaints quickly and satisfactorily by the staff member providing the service. The complaint may be resolved by an apology or an acceptable explanation.

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There are three stages to the complaint procedure:

Stage One – The Complaint
Complaints can be shared with our team via email at yourprivatetutoronline@gmail.com or through live chat. Complaints can be written or verbal, and if verbal, we will document it for the complainant.

The complaint should include the complainant's name, school (if applicable), the nature and date of the complaint, and the desired resolution. Upon receipt, each complaint will be assigned a reference number and logged in the Complaints Register. Complainants will receive an acknowledgement within two working days.

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Stage Two – Investigation
Complaints will be handled by the manager. If necessary, they will meet with the complainant within seven working days of receiving the complaint. The complaint will be fully investigated, and a written response will be provided.

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Stage Three – Follow-up of Investigation
Where required, the complainant will receive written confirmation of the investigation outcome and any recommended actions, such as policy reviews, staff development, or service improvements. If the investigation is complex and requires more time, this will be communicated clearly, and a new deadline will be provided.

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Anonymous Complaints
Anonymous complaints will be recorded and considered, but action may be limited if further information is required for a full and fair investigation.

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