GradeLift – Complaints & Escalation Policy (Parent → Ops → DSL)

Organisation: GradeLift Ltd • Version: v1.0 • Effective: [12/09/2025] • Next review: [12/10/2026]
Contacts: Service – hello@gradelift.co.uk • Safeguarding – safeguarding@gradelift.co.uk (DSL: [Hakeem Shittu]) • Accounts – accounts@gradelift.co.uk

1) Scope & principles

  • Covers parent/carer/student complaints about our online tutoring.
  • We respond fairly, promptly, confidentially; student is not disadvantaged.
  • Categorise on receipt and route to the right owner (Ops vs DSL).
  • Keep an auditable trail; use outcomes to improve.

2) Definitions

  • Concern: quick informal issue (e.g., timetable confusion).
  • Complaint: dissatisfaction requiring investigation + written response.
  • Safeguarding concern: any worry about safety/welfare or adult conduct.
  • Serious incident: alleged abuse, grooming, discrimination, data breach, risk of harm.

3) Channels to raise a complaint

  • Email: hello@gradelift.co.uk (service/quality/billing)
  • Email: safeguarding@gradelift.co.uk (direct to DSL)
  • Phone (office hours): [Phone] — we’ll issue a written summary
  • WhatsApp Business (GradeLift number) accepted for alerts; we follow up by email for the record

4) Service levels (targets)

  • Acknowledge: ≤ 2 business days (same day for safeguarding)
  • Triage: ≤ 1 business day
  • Outcome: ≤ 10 business days (complex ≤ 20; updates every 5)
  • Appeal decision: ≤ 10 business days

5) Triage & categorisation

  • A. Safeguarding → DSL immediately (same day)
  • B. Tutor conduct / quality / service → Ops Lead
  • C. Billing → Accounts (with Ops oversight)
  • D. Data/privacy → DPO (per Privacy Policy)

6) Process overview

  • Stage 0 – Informal: quick fix within 48h (clarify, reschedule, credit)
  • Stage 1 – Formal (Ops): acknowledge → investigate (tutor statement, logs, notes/recordings if permitted) → written outcome + remedy
  • Stage 2 – Appeal (Director): independent review → confirm/modify → final internal decision
  • Safeguarding track: at any point, if risk is identified, route to DSL process immediately (Sec. 8)

7) Remedies we may offer

  • Explanation/apology & service improvements
  • Tutor rematch or supervised session
  • Credit/free replacement lesson(s) or refund per T&Cs
  • Training, warning or removal of tutor from roster
  • Report to relevant bodies if applicable

8) Safeguarding complaints (DSL process)

  1. Immediate risk → 999
  2. DSL logs and same-day risk assessment
  3. Preserve evidence (messages, notes, recordings)
  4. Allegation about a tutor/adult meeting threshold → LADO within 1 working day
  5. Consider suspension pending outcome; avoid contaminating inquiries
  6. Maintain secure records; inform parents appropriately

9) Data & records

  • Create a case in the Complaints Log (Airtable/CRM) with dates, owner, evidence
  • Retention: general complaints 3 years after closure; safeguarding 7 years (or as advised)
  • Access: need-to-know (Ops Lead, DSL/DDSL, Director, Accounts for billing)
  • Summarise WhatsApp threads by follow-up email for audit

10) Accessibility & adjustments

  • Accept complaints in any format; provide reasonable adjustments (e.g., translator, different contact method)

11) Unreasonable/vexatious behaviour

  • We may set contact limits while still handling the complaint fairly

12) External routes (after Stage 2)

  • Data issues → ICO
  • Safeguarding → Local Authority Children’s Services / Police (999 emergency)
  • Other disputes → ADR/mediation or small claims as appropriate

13) RACI (who does what)

  • Receive & log: Ops Coordinator (R), Ops Lead (A)
  • Triage: Ops Lead (R/A), DSL (C for safeguarding)
  • Investigation: Ops Lead (R), Tutor (C), Accounts (C), DSL (C)
  • Decision/remedy: Ops Lead (R), Director (A)
  • Appeal: Director (R/A), external advisor (C), Ops Lead (I)

14) ASCII flow (quick view)

Parent raises issue

        │

        ├─► hello@ (service) ──► Triage by Ops Lead

        │                         │

        │                         ├─ Safeguarding? ──► YES ─► DSL same-day (Sec. 8)

        │                         │                    (possible LADO referral, suspend tutor)

        │                         └─ NO ─► Stage 0 quick fix (≤48h) ─► resolved?

        │                                                 │

        │                                                 ├─ YES ► Close & log

        │                                                 └─ NO  ► Stage 1 investigation (≤10 bd)

        │                                                                    │

        │                                                                    ├─ Outcome ► remedy ► Close & log

        │                                                                    └─ Appeal ► Stage 2 (≤10 bd) ► Final

        │

        └─► safeguarding@ ──► DSL direct (bypasses Ops); parents updated appropriately

GradeLift – Complaints Forms & Email Templates

A) Complaint Intake Form (internal)

  • Date/time received:
  • Complainant (Parent/Carer) name:
  • Student name & year:
  • Contact details:
  • Channel (email/phone/WhatsApp):
  • Summary of issue (parent’s words):
  • Category (tick): ☐ Safeguarding ☐ Tutor conduct ☐ Service/quality ☐ Billing ☐ Data ☐ Other
  • Immediate risk? ☐ Yes ☐ No — If yes, DSL notified at [time] by [who]
  • Case owner:
  • Evidence collected (links/attachments):
  • Target response dates: acknowledge by +2 bd; outcome by +10 bd

B) Acknowledgement Email (Stage 1)

Subject: We’ve received your complaint – [Student], [Subject]
Hi [Parent Name],
Thanks for contacting GradeLift. We’ve logged your complaint about [brief summary]. I’ll investigate (tutor statement, records) and aim to reply by [date]. If we need more time, I’ll update you by [interim date].
If your concern relates to safeguarding, our DSL will handle it directly.
Best regards,
[Name], Operations Lead — hello@gradelift.co.uk | [Phone]

C) Outcome Letter (Stage 1)

Subject: Outcome of your complaint – [Student], [Subject]
Hi [Parent Name],
Findings: [clear, factual].
Decision: [upheld/partly/not upheld].
Remedy: [apology, rematch, credit/free lesson/refund £X under T&Cs, training, etc.].
Next: [how/when remedy applied].
If you’re not satisfied, you can appeal within 10 business days; a Director will review independently.
Best regards,
[Name], Operations Lead

D) Appeal Acknowledgement (Stage 2)

Subject: Appeal received – [Student], [Subject]
Hi [Parent Name],
I’ll review independently and aim to provide a final decision by [date] (≤10 business days).
Best regards,
[Director Name], Director

E) Final Decision (Stage 2)

Subject: Final decision – [Student], [Subject]
Hi [Parent Name],
Final decision: [confirm/modify outcome]. Rationale: [brief].
Remedy (if any): [details & timescale]. This concludes GradeLift’s internal process.
Data issues → ICO. Safeguarding → LA Children’s Services/Police. Other disputes → ADR/mediation or small claims.
Best regards,
[Director Name], Director

F) Resolution Log (internal close-out)

  • Case ID:
  • Dates: Received / Acknowledged / Outcome / Closed:
  • Category:
  • Summary of findings:
  • Outcome & remedy:
  • Learning/actions (process/training changes):
  • Owner sign-off:
  • Director sign-off (if appeal):

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