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Complaints Policy

Policy Owner: Joshua Lynbeck
Approved By: Charlotte Lynbeck
Effective Date: 01/05/2026
Review Date: 01/05/2027

Applies To: All employees, tutors, contractors, agency staff, volunteers, and associates

1. Purpose of this Policy

Footnote Education is committed to providing high-quality online one-to-one tuition in Humanities subjects, including but not limited to History, Politics, and related disciplines.

We recognise that, from time to time, concerns or complaints may arise. This policy sets out a clear, fair, accessible, and transparent procedure for handling complaints promptly and effectively.

We aim to:

  • resolve complaints fairly and consistently; 

  • protect the welfare and dignity of students, parents/carers, tutors, and staff; 

  • comply with relevant UK legislation and regulatory expectations; 

  • improve our services through feedback and learning. 

This policy applies to:

  • students; 

  • parents/carers; 

  • tutors and contractors; 

  • prospective customers; 

  • any individual using or affected by our services. 

2. Legislative and Regulatory Framework

This policy has been developed with reference to the following legislation and guidance applicable in the United Kingdom:

  • The Consumer Rights Act 2015; 

  • The Equality Act 2010; 

  • The Data Protection Act 2018 and UK GDPR; 

  • The Children Act 1989 and Children Act 2004; 

  • The Keeping Children Safe in Education (KCSIE) statutory guidance; 

  • The Education Act 2002 (where safeguarding duties are relevant); 

  • The Protection from Harassment Act 1997; 

  • Relevant Department for Education (DfE) guidance regarding complaints handling and safeguarding. 

3. Guiding Principles

All complaints will be handled in accordance with the following principles:

  • fairness; 

  • impartiality; 

  • confidentiality; 

  • timeliness; 

  • transparency; 

  • respect; 

  • safeguarding and child welfare; 

  • compliance with data protection obligations. 

No person will be treated unfavourably for raising a genuine complaint.

Malicious, abusive, discriminatory, or vexatious complaints may result in restrictions on communication or termination of services where appropriate.

4. Definition of a Complaint

A complaint is defined as:

“An expression of dissatisfaction about the standard of service, action, lack of action, or conduct of the company, its tutors, contractors, or representatives, where a response or resolution is reasonably expected.”

Complaints may relate to:

  • quality of tuition; 

  • tutor conduct or professionalism; 

  • safeguarding concerns; 

  • discrimination or equality matters; 

  • billing or contractual issues; 

  • cancellations or refunds; 

  • online safety; 

  • communication failures; 

  • technical issues affecting tuition delivery; 

  • breaches of confidentiality or data protection; 

  • failure to make reasonable adjustments. 

This policy does not replace statutory safeguarding procedures or legal reporting obligations.

5. Safeguarding and Welfare

Where a complaint includes a safeguarding concern involving a child or vulnerable person, safeguarding procedures will take precedence over the standard complaints process.

All staff and tutors must immediately report safeguarding concerns to the Designated Safeguarding Lead (DSL).

Where appropriate, the company may:

  • contact parents/carers; 

  • suspend tuition sessions; 

  • refer matters to local safeguarding authorities; 

  • contact the police; 

  • make referrals to the Local Authority Designated Officer (LADO). 

Confidentiality may be limited where safeguarding concerns arise.

6. Equality, Diversity and Accessibility

Footnote Education is committed to compliance with the Equality Act 2010.

We will not discriminate on the grounds of:

  • age; 

  • disability; 

  • race; 

  • religion or belief; 

  • sex; 

  • sexual orientation; 

  • gender reassignment; 

  • pregnancy or maternity; 

  • marriage or civil partnership. 

Reasonable adjustments will be made where required to ensure accessibility of the complaints process, including for individuals with disabilities or communication needs.

Complaints involving discrimination, harassment, victimisation, or failure to make reasonable adjustments will be treated seriously and investigated appropriately.

7. Data Protection and Confidentiality

All complaint records will be handled in accordance with the UK GDPR and the Data Protection Act 2018.

Information relating to complaints will:

  • be kept securely; 

  • only be shared where necessary; 

  • be retained only for as long as reasonably required; 

  • be processed lawfully and fairly. 

Individuals may request access to personal data held about them, subject to legal exemptions.

Complaint information may be disclosed where required by law, safeguarding obligations, insurance requirements, or regulatory investigations.

8. Informal Resolution

We encourage concerns to be raised informally in the first instance wherever possible.

Many issues can be resolved quickly through discussion with the relevant tutor, administrator, or manager.

Informal concerns should normally be raised within 14 days of the issue occurring.

The company will aim to respond to informal concerns within 5 working days.

9. Formal Complaints Procedure

9.1 Stage 1 – Formal Complaint Submission

If informal resolution is unsuccessful or inappropriate, a formal complaint may be submitted in writing.

Complaints should include:

  • the complainant’s name and contact details; 

  • the student’s name (if applicable); 

  • details of the complaint; 

  • relevant dates and evidence; 

  • the desired resolution. 

Complaints should be submitted to: Charlotte Lynbeck, Co-Founder & Business Manager

Email: footnoteeducation@gmail.com

Complaints should normally be made within 3 months of the incident.

Anonymous complaints may be considered at the company’s discretion, particularly where safeguarding concerns arise.

9.2 Stage 2 – Acknowledgement

The company will:

  • acknowledge receipt within 5 working days; 

  • confirm who will investigate the complaint; 

  • provide an outline of the process and expected timescales. 

9.3 Stage 3 – Investigation

The investigation may include:

  • reviewing written evidence; 

  • interviewing relevant individuals; 

  • reviewing lesson records or communications; 

  • reviewing safeguarding or attendance records; 

  • consulting relevant policies and contractual documents. 

Investigations will normally be completed within 20 working days. Where additional time is required, the complainant will be informed.

9.4 Stage 4 – Outcome

A written response will normally include:

  • a summary of the complaint; 

  • findings of the investigation; 

  • whether the complaint is upheld, partially upheld, or not upheld; 

  • actions taken or proposed; 

  • information regarding escalation or appeal. 

Possible outcomes may include:

  • apology; 

  • corrective action; 

  • service improvement; 

  • tutor supervision or disciplinary action; 

  • refunds or credits where appropriate; 

  • policy review; 

  • safeguarding referral. 

10. Appeals

If the complainant remains dissatisfied, they may appeal within 10 working days of receiving the outcome.

Appeals must explain:

  • why the outcome is disputed; 

  • any procedural concerns; 

  • any new evidence. 

Appeals will be reviewed by a senior manager or director not previously involved in the matter wherever possible.

The appeal decision will normally be issued within 15 working days and will be final.

11. Complaints Relating to Tutors

Complaints concerning tutors may involve:

  • professionalism; 

  • punctuality; 

  • safeguarding; 

  • inappropriate conduct; 

  • discriminatory behaviour; 

  • unsuitable teaching methods; 

  • breach of company policies. 

Where necessary, tutors may be suspended from delivering tuition while investigations are ongoing.

The company reserves the right to terminate tutor contracts where serious misconduct is identified.

12. Online Safety Complaints

As tuition is delivered online, complaints relating to online safety will be taken seriously.

This includes concerns regarding:

  • inappropriate online behaviour; 

  • unauthorised recording; 

  • inappropriate communications; 

  • use of unsafe platforms; 

  • cyberbullying; 

  • sharing of harmful or offensive material. 

All online sessions should take place using approved platforms and in accordance with the company’s Online Safety and Safeguarding Policies.

13. Complaints Concerning Fees, Refunds, and Consumer Rights

Complaints relating to fees, cancellations, or refunds will be assessed in line with:

  • the Consumer Rights Act 2015; 

  • the company’s Terms and Conditions; 

  • applicable distance selling and consumer protection requirements. 

Where services have not been delivered with reasonable care and skill, appropriate remedies may include:

  • repeat performance; 

  • partial refund; 

  • full refund; 

  • account credit. 

Nothing in this policy limits statutory consumer rights.

14. Vexatious or Unreasonable Complaints

The company may restrict communication or discontinue investigations where complaints are:

  • abusive; 

  • threatening; 

  • discriminatory; 

  • repetitive without new evidence; 

  • intentionally false or malicious. 

Any such decision will be proportionate and documented.

Safeguarding or whistleblowing disclosures will never be dismissed solely because a complainant is persistent.

15. Monitoring and Continuous Improvement

Complaint outcomes will be monitored to identify:

  • recurring issues; 

  • training needs; 

  • safeguarding concerns; 

  • service improvements; 

  • policy amendments. 

Complaint data may be anonymised and used for quality assurance and governance purposes.

16. Related Policies

This policy should be read alongside:

  • Safeguarding Policy; 

  • Online Safety Policy; 

  • Privacy Policy; 

  • Equality and Diversity Policy; 

  • Terms and Conditions; 

  • Data Protection Policy; 

  • Tutor Code of Conduct. 

17. Contact Information

For complaints or concerns, please contact:

Charlotte Lynbeck, Co-Founder & Business Manager

footnoteeducation@gmail.com

18. Policy Review

This policy will be reviewed annually or earlier where required due to:

  • legislative changes; 

  • safeguarding developments; 

  • operational changes; 

  • complaint trends; 

  • regulatory guidance updates.

Policy Approval

Name: Charlotte Lynbeck

Role: Co-Founder & Business Manager

Signature: CED Lynbeck

Date: 01/05/2026