Complaints Policy

1. Purpose

Sue Chapman Tuition is committed to providing an excellent service and welcomes feedback from parents and carers. If something has gone wrong or you are dissatisfied, we want to know so we can put it right. This policy explains how to raise a concern or make a complaint and how we will deal with it.

2. Raising a Concern Informally

If you have a concern, please raise it with your child’s teacher or with Sue Chapman as soon as possible. Most concerns can be resolved quickly through a conversation. We will do our best to address your concern immediately.

Contact: Sue or Steve Chapman – 01926 821011 – info@suechapmantuition.co.uk

3. Making a Formal Complaint

If you are not satisfied with the informal response, or if the matter is more serious, you may make a formal complaint in writing to Sue Chapman at the address or email above.

Your complaint should include:

• your name and contact details;
• your child’s name;
• a clear description of your complaint;
• what outcome you are hoping for;
• any supporting information or documents.

4. How We Will Deal With Your Complaint

1. We will acknowledge your complaint within 3 working days.
2. We will investigate the matter thoroughly and fairly. This may include speaking to staff members, reviewing records and, where appropriate, speaking to your child.
3. We will provide a written response within 10 working days. If the investigation requires more time, we will let you know and provide an expected timeline.
4. Our response will explain what we have found, what action (if any) we have taken and what you can do if you remain dissatisfied.

5. If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may:

• request a review by Steve Chapman, who will consider the complaint afresh and respond within 10 working days.

If you have safeguarding concerns that remain unresolved, please contact:

• Warwickshire Safeguarding – 01926 410410
• Warwickshire LADO (Local Authority Designated Officer)
• NSPCC Helpline – 0808 800 5000
• Police – 101 (non-emergency) or 999 (emergency)

6. Safeguarding Complaints

If your complaint involves a concern that a child may be at risk of harm, we will treat this as a safeguarding matter and follow our Safeguarding Policy immediately, regardless of the complaints process. Safeguarding concerns will always take priority.

7. Anonymous Complaints

We will accept anonymous complaints, though our ability to investigate may be limited. Where a safeguarding concern is raised anonymously, we will always take appropriate action.

8. Record-Keeping

All formal complaints will be recorded, including the outcome and any action taken. Records are kept confidentially and securely. We will use information from complaints to improve our service.

9. Unreasonable Complaints

We are committed to dealing with all complaints fairly but we reserve the right to manage complaints that are vexatious, persistent without new grounds or abusive.