1) Scope & principles

• Covers parent/carer/student complaints about GradeLift online tutoring services.
• We respond fairly, promptly, and confidentially. Students are never disadvantaged for raising a concern.
• All complaints are logged and used to improve our service.

2) Definitions

Concern:

quick informal issue (e.g. timetable confusion) — resolved informally within 48h.

Complaint:

dissatisfaction requiring investigation and written response.

Safeguarding concern:

any worry about child safety/welfare or adult conduct — goes directly to DSL.

3) How to raise a complaint

• Email hello@gradelift.co.uk for service, quality, or billing issues.
• Email safeguarding@gradelift.co.uk to go directly to the DSL for safeguarding matters.
• WhatsApp Business (GradeLift number) accepted for urgent alerts; we follow up by email for the record.
• We accept complaints in any format and provide reasonable adjustments (e.g. different contact method, language support).

4) Response timescales

5) Process

At any stage, if a safeguarding risk is identified, the complaint routes to the DSL process immediately.

6) Remedies we may offer

• Explanation, apology, and service improvements
• Tutor rematch or supervised session
• Credit, free replacement lesson, or refund per our Refunds Policy
• Training, warning, or removal of tutor from the roster
• Referral to relevant statutory bodies where applicable

8) External routes (after Stage 2)

• Data/privacy: Information Commissioner’s Office (ICO)
• Safeguarding: Local Authority Children’s Services / Police (999 emergency)
• Other disputes: ADR/mediation or small claims as appropriate