A complaint may relate to teaching quality, communication, scheduling, administration, conduct, payments, safeguarding or another part of the Academy’s service.

Where appropriate, concerns should first be raised through the Academy’s official communication channel so that the issue can be understood and, where possible, resolved quickly.

A formal complaint should explain what happened, who or what was involved, the relevant dates or lessons and the outcome the complainant believes would reasonably address the issue.

The Academy may review messages, lesson records, schedules or other relevant information before responding. A response may include clarification, corrective action, a change in arrangements or an explanation of the Academy’s decision.

Concerns involving child safety, inappropriate communication or serious misconduct should be treated as safeguarding issues and may require immediate protective action.

Complaints should be handled respectfully and without retaliation against a learner for raising a genuine concern. Relevant complaint records may be retained for reasonable administrative and safeguarding purposes.