Policies

1. Our Commitment

Tutor Nest UK is committed to providing high-quality tuition and excellent customer service. We value feedback and take all complaints             seriously. This policy sets out how we handle complaints in a fair, respectful, and timely manner.

2. Informal Resolution

We encourage parents/carers to raise any concerns or issues informally in the first instance. Many concerns can be resolved quickly through open communication. Please contact us by email at info@tutor-nest.co.uk to discuss your concern, and we will aim to respond within 2 working days.

3. Formal Complaint Submission

If the matter is not resolved informally, or if you prefer to make a formal complaint, please submit your complaint in writing to                     info@tutor-nest.co.uk. Your complaint should include:

• Your name and contact details.
• The student's name (if applicable).
• A clear description of the issue or concern.
• Any relevant dates, details, or supporting information.
• The outcome you are seeking.

4. Timescales for Response

• Acknowledgement: We will acknowledge receipt of your formal complaint within 3 working days.
• Investigation: We will investigate the complaint thoroughly and aim to provide a full response within 10 working days.
• Complex cases: If additional time is required, we will inform you of the expected timeline and keep you updated on progress.

5. Escalation Procedure

If you are not satisfied with the outcome of the formal complaint process, you may request a review of the decision. Please submit your request in writing within 10 working days of receiving our response, explaining why you believe the complaint was not handled appropriately. The     matter will be reviewed, and a final response provided within 10 working days.

6. Fair and Respectful Handling

All complaints will be handled confidentially and without prejudice. We are committed to:

• Treating all parties with respect and fairness.
• Investigating complaints impartially and thoroughly.
• Keeping complainants informed throughout the process.
• Using feedback to improve our services where appropriate.

Contact: To raise a concern or submit a complaint, please email info@tutor-nest.co.uk