Complaints Procedure
Last updated: June 2026
Our Commitment
A Plus Academy is committed to providing a high-quality tutoring service. We value feedback and take all complaints seriously. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.
Stage 1: Informal Resolution
In the first instance, we encourage you to raise your concern directly with your child's tutor or our centre manager. Many concerns can be resolved quickly and informally through open communication.
You can contact us by:
- Email: knowledge@aplusacademy.co.uk
- Speaking to a member of staff in person at either of our centres
Stage 2: Formal Written Complaint
If your concern is not resolved informally, or if you prefer to make a formal complaint, please put your complaint in writing and send it to:
Please include in your complaint:
- Your name and contact details
- Your child's name (if relevant)
- A clear description of your concern
- Any steps already taken to resolve it
- What outcome you are seeking
Stage 3: Investigation & Response
We will acknowledge receipt of your complaint within 3 working days. We aim to investigate and respond fully within 15 working days. If we need more time, we will let you know and explain why.
The investigation will be conducted by a senior member of staff who was not directly involved in the matter. You may be asked to provide additional information or attend a meeting to discuss your concern.
Stage 4: Appeal
If you are not satisfied with the outcome of the investigation, you may request a review by writing to the director of A Plus Academy within 15 working days of receiving the response.
The director will review the complaint and the investigation process, and provide a final response within 15 working days.
External Bodies
If you remain dissatisfied after exhausting our internal complaints procedure, you may contact:
- Ofsted: Complain about an Ofsted report or call 0300 123 1231
- Information Commissioner's Office (ICO): For data protection complaints — ico.org.uk
Record Keeping
All complaints are recorded and monitored. Records are kept confidentially and used to identify trends and improve our services. Complaints records are retained for a minimum of 3 years.
Safeguarding Concerns
If your complaint involves a safeguarding concern about a child, please refer to our Safeguarding & Child Protection Policy and contact our Designated Safeguarding Lead immediately.