Last updated 17 July 2026
Complaints Policy
If we get something wrong, we want to hear about it and we want to fix it. This page tells you exactly who to contact, how long we'll take, and what to do if our answer doesn't satisfy you. Our commitment: we aim to resolve a formal complaint within 10 business days.
Draft — pending legal review. This wording is a working draft and will be finalised by our solicitor before launch. Nothing here reduces your legal rights.
Worried about a child? Don't use this page.
If a child is in immediate danger, call 999 first. Nothing on this page should delay that.
You are worried about a child’s safety or wellbeing, or about the behaviour of a tutor or member of staff towards a child. Contact the Designated Safeguarding Lead directly at admin@arcstonetutors.co.uk. Do not use the complaints process - it is slower and it is the wrong route.
A safeguarding concern is not a complaint and is not handled on the working-day timetable below. We aim to review it within 24 hours, and an allegation against a tutor or member of staff goes to the local authority's designated officer within one working day. Our Safeguarding Policy sets out the whole route.
How to complain
Everything else — a tutor who keeps running late, a lesson that wasn't what you expected, a billing mistake, how we've treated you — goes through these three stages. You can skip straight to stage 2 if you'd rather. “Working days” means Monday to Friday, not counting bank holidays.
Tell us informally
Message us or your tutor and say what has gone wrong. Most things - a clash of styles, a lesson that did not land, a billing question - are sorted at this stage without anyone calling it a complaint.
We reply within 2 working days.
Make a formal complaint
If that did not fix it, email admin@arcstonetutors.co.uk with what happened, when, and what you would like us to do about it. We look into it properly: we speak to the people involved, read the lesson records, and write back with a decision and our reasons.
We acknowledge within 3 working days and give a full written response within 10 working days. If we need longer, we tell you why and when to expect an answer.
Ask for a review
If you are not satisfied with the decision, say so and we will have it reviewed by someone who was not involved the first time. This is our final response.
We complete the review within 10 working days of you asking.
What we do with it
- We record every complaint, what we decided, and why. That record is how we spot the same problem happening twice.
- Complaining never counts against you or your child. It does not affect your place, your tutor, or your credits.
- You can ask someone to complain for you — a partner, a friend, or your child. We may check with you first that you are happy for us to discuss your account with them.
- If your complaint is about money — a refund, a charge you did not expect, a credit that went missing — say so and we will deal with it as part of the same complaint.
- If a complaint reveals a safeguarding concern, we stop treating it as a complaint and hand it to the Designated Safeguarding Lead immediately. We will tell you we have done that.
If you're still not happy
Our stage 3 review is our final answer. If it doesn't resolve things, you have options that don't depend on us agreeing with you:
- Free, independent advice. The Citizens Advice consumer helpline on 0808 223 1133 will tell you where you stand, at no cost and with no connection to us.
- Your data. If your complaint is about how we handled your personal information, you can complain to the Information Commissioner's Office at ico.org.uk. You can go to them directly — you don't have to come to us first. Our Privacy Policy explains more.
- Your legal rights. Nothing on this page affects them. Under the Consumer Rights Act 2015 our tutoring must be carried out with reasonable care and skill, and you keep every route the law gives you, including the courts.
Complaints are handled by Arcstone Tutors. Write to us at admin@arcstonetutors.co.uk.