Complaints Procedure
If something has gone wrong, we would rather hear it than not. This is the route and the timescales you can hold us to.
Last updated 10 July 2026
Stage 1 — Tell us
Send your complaint through our contact page with the subject line 'Complaint'. Include what happened, when, what you would like done about it, and any reference numbers.
We acknowledge every complaint within 3 working days and give you a single named point of contact.
Stage 2 — Investigation
We investigate and give a substantive written response within 20 working days. If we need longer, we will tell you before that deadline and explain why.
Our response will set out what we found, what we are doing about it, and what we are not able to do.
Stage 3 — Review
If you are not satisfied, ask for a review within 20 working days. The review is carried out by someone who was not involved in the original decision, and we respond within a further 20 working days. That response is our final position.
Escalating beyond us
Data protection complaints can go to the Information Commissioner's Office at ico.org.uk at any point.
Consumer complaints about the service or a refund can be escalated to the Trustees of the Academy for assessment. If you remain dissatisfied you may pursue independent mediation, and thereafter the courts of your own jurisdiction.
Nothing in this procedure limits your legal rights or requires you to exhaust it before seeking other remedies.
What we do with complaints
Complaints are logged, reviewed at faculty level, and used to correct curriculum or process defects. Where a complaint shows content reading as advice rather than education, we treat it as a defect and fix it.