Legal
Complaints Policy
At a glance
- Tell us first — most things are sorted quickly and informally.
- Email complaints@thattutor.uk with what happened and what you'd like put right.
- We acknowledge within 3 working days and aim to respond fully within 14.
- Complaints are handled fairly, kept private as far as possible, and never count against you.
- Concerns about a child's safety, or about your data, have their own routes below.
We want every family to have a good experience with ThatTutor — the tutoring practice of Cathleen Sagisi. If something hasn't gone the way you expected, please tell us. Feedback helps us put things right and improve, and you will never be treated any differently for raising a concern.
1. Raising a concern informally
The quickest route is usually a quiet word or a short message. Many concerns — a clash in scheduling, a misunderstanding about a lesson, something about how a topic is being taught — can be resolved straight away once we know about them. Please get in touch at complaints@thattutor.uk and we'll do our best to sort it promptly.
2. Making a formal complaint
If an informal conversation hasn't resolved things, or you'd prefer to put it in writing from the start, please email complaints@thattutor.uk with the heading “Complaint”. To help us look into it properly, please include:
- your name and the student's first name;
- what happened, with relevant dates or lesson times;
- anything you've already discussed with us about it; and
- what you would like to happen to put it right.
3. How we'll handle it
- Acknowledgement. We'll confirm we've received your complaint within 3 working days.
- Looking into it. We'll review what happened fairly and with an open mind, considering any records of lessons, messages or payments, and we may ask you for a little more detail.
- Our response. We aim to give you a full written response within 14 working days. If it needs longer, we'll tell you why and give you a revised date.
- Putting it right. Where something has gone wrong, we'll explain what we'll do about it — for example a clear explanation, an apology, a rescheduled or credited lesson, or a refund of any lesson fee due under our Terms & Conditions.
We keep a simple, factual record of complaints and how they were resolved, handle them as privately as we reasonably can, and share details only with those who need them to resolve the matter.
4. If you're still not satisfied
If our response doesn't resolve things, let us know and we'll take a fresh look. For a dispute we can't settle between us — for example about fees already paid or owed — you may be able to use an independent alternative dispute resolution (ADR) service, or bring a claim in the County Court (the “small claims” track in England & Wales covers amounts up to £10,000). Nothing here affects your statutory rights as a consumer under the Consumer Rights Act 2015.
5. Safeguarding concerns
We take any concern about a child's safety or wellbeing extremely seriously. If your complaint involves the safety of a child, please make that clear and we will respond as a priority. Where there is a genuine risk of harm, we may need to share the minimum necessary information with the appropriate authorities — for example your local authority's children's services or, in an emergency, the police. If you ever believe a child is in immediate danger, contact the police on 999.
6. Concerns about your data
If your complaint is about how we have handled personal data, please see our Privacy Policy. You can raise it with us first, and you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
7. Our commitment
We will listen, be honest, and treat you with respect throughout. Raising a complaint will never affect the quality of tuition your child receives or how we treat you. We review the concerns we receive so we can keep improving.
See also our Terms & Conditions, Privacy Policy and Safeguarding Policy.