This policy was formally adopted by the Management of Voxly Tuition on 25th June 2026. It will be reviewed annually by the management team and will remain in effect unless and until the Management notifies the Institute of any amendments.
This document should be read in conjunction with our Safeguarding and Child Protection Policy and Grievance Resolution Policy and Procedures.
| Name | Designation | Date and signature |
| Miss. Hadiya Naveed | Director |
Hadiya 24-06-2026 |
| Mr. Ali Naveed | Setting Manager |
Ali Naveed 24-06-2026 |
| Ms. Kulsom Khan | Supervisor | K Khan 24-06-2026 |
No one enjoys criticism, but an open and transparent organisation will always be willing to listen to concerns and anxieties and learn from them where appropriate. In a tuition centre, most concerns are likely to come from parents or guardians of pupils, though some may arise from pupils themselves or other interested parties.
It is appropriate for a complaint to be processed regardless of its source. For the purposes of this policy, all references to the Tuition Centre include academies where applicable.
As the primary educators of their children, parents and carers have a duty to take an active interest in their child’s educational setting. Nearly all concerns or questions can be resolved quickly and informally if parents feel able to voice them as soon as they arise.
The more information the Tuition Centre provides, the less room there is for misunderstanding. As part of this, parents and carers should be informed that feedback is always welcome and that they are encouraged to voice any concerns straightaway, preferably to the person concerned.
In most cases, issues can be resolved through discussion, explanation, further information, or an apology where appropriate. Every effort should be made to address concerns at this level with the least possible formality.
The ideal outcome is that no concern ever escalates into a formal complaint. However, occasionally a concern may be too serious to be handled informally, perhaps requiring greater investigation. Alternatively, the person concerned may feel that the answers provided have been unsatisfactory. In such circumstances, the concern becomes a complaint, and the formal procedure must be followed rigorously.
Even in these cases, every effort should be made to resolve the issue at the lowest possible level of the procedure. It should be very rare indeed that a complaint reaches the Appeal Stage and requires a decision by a third-party panel.
It is essential that all Department Supervisors, Head of Department, staff—including Tutors and administrative members—are familiar with the complaints procedure and know who the designated Complaints Coordinator is, so that complaints can be referred appropriately.
Regular training on complaints procedures is provided by the Management. In all circumstances, the published procedure must be followed closely.
At every stage of the formal procedure, the handling of complaints will be:
Throughout the process, the Institute will be willing to:
Throughout the procedure, the aim of all parties is not only to resolve the complaint but also to develop and sustain good relationships between all members of the Voxly Tuition community. However serious the complaint, the goal will always be reconciliation and a renewed commitment to working together amicably.
This Complaints Procedure does not apply to:
If an investigation into a complaint raises concerns about the capability or conduct of a member of staff, these will be dealt with separately and not within this procedure.
There are three stages to the formal procedure. At any stage, it may become necessary to involve other members of staff or Management in the investigation.
To comply with the Data Protection Act 2018, written consent must be obtained from the complainant before any information is disclosed to a third party.
Throughout the procedure, audio and/or video recordings may only be made in exceptional circumstances (e.g., as reasonable adjustments) and with the consent of all those present, including witnesses.
Covert recordings obtained without written consent will not be accepted as evidence.
Educational institutes are recommended to designate a member of staff as the Complaints Coordinator, to whom all complaints will be addressed in the first instance. The name of the Coordinator should be publicised to parents alongside the procedure.
At Voxly Tuition, the Complaints Coordinator/Department Supervisor is: Ms. K Khan
Qualities of the Complaints Coordinator
The designated person should be held in high professional esteem by staff, Management, and parents. Personal qualities and interpersonal skills are more important than hierarchical status. Sensitivity, assertiveness, efficiency, and articulateness are particularly valued.
If a person is unable to articulate their complaint or would have difficulty presenting it in writing—due to disability, learning difficulties, or language barriers—the Coordinator or another member of staff should assist them in formulating the complaint.
The complaint should be addressed in the first instance to the Complaints Coordinator. This may be done in person, by telephone, or in writing (e.g., letter, email, or text). A complaint may also be made by a third party on behalf of the complainant.
In smaller institutes, the designated Coordinator may also be the Department Supervisor/Head of Department, in which case the procedure will begin at Stage 1.
At this stage, any of the following may be appropriate:
Some outcomes may require authorisation from the Department Supervisor/Head of Department. Nothing should be offered or promised that cannot be justified or fulfilled.
If the complaint is not resolved at Stage 1, it will be escalated to the Management/Head of Department.
Process
Any of the suggestions outlined in Stage 1 may be appropriate at this point.
If the complaint cannot be resolved, the complainant will be advised that they may refer the matter to Management directly. This should be done within one month of the investigation outcome meeting.
This is the final stage of the Institute’s procedure.
Role of the Appeal Panel
The Appeal Panel (either a third party or members of the Management Committee) should:
Be prepared to take whatever action is required
Written Submissions
If the complainant or Supervisor wishes to submit information in writing, it should be sent to Management at least five working days before the meeting.
Timeliness
The meeting should not be delayed unnecessarily—especially if the referral comes at the end of a term. The aim is to resolve the issue and effect reconciliation as quickly as possible.
Failure to Agree a Date
If a party fails to agree to attend a Complaints Panel meeting after being offered two or more alternative dates within the 20-working-day period, the Panel may decide to proceed on the last date offered. This is particularly relevant if the complaint would otherwise not be heard within the term or if the event giving rise to the complaint occurred some time ago.
The complainant will be notified in writing of the date and time.
Failure to Attend
If the complainant fails to attend without reasonable excuse, the Panel will consider whether to:
Before the Meeting
Panel members should carefully review all documentation but should not discuss the matter with anyone—including other Institute staff—before the meeting, in the interest of fairness and natural justice.
The panel must operate as an independent arbiter of the complaint.
Conduct of the Meeting
Special Considerations for Children
Meeting Format
Decision
The panel explains that both parties will hear from them within three working days following the meeting.
Possible Decisions
The panel may:
If the complainant remains dissatisfied after all stages have been exhausted, Management may inform them in writing that the procedure has been concluded and the matter is now closed.
The policy for managing serial and unreasonable complaints is attached at the end of this document (see pages 9-11).
Management must formally adopt and review this policy annually. All staff should be confident in its use, and it should be publicised to all interested parties—especially parents.
The policy must be:
Records should be kept so that Management and Department Supervisors can reflect on issues that arise and how they were handled. The Complaints Coordinator is responsible for holding these records and producing reports for the Department Supervisor and Management.
Such reports can be a valuable self-evaluation tool.
All records of complaints must be kept strictly confidential, except where a legitimate subject access request is made under the Data Protection Act 2018.
Complainants are entitled to a copy of records relating to their complaint. Records should be retained for three years following completion of the complaints process and then destroyed.
If a complainant is unfamiliar with the procedure or takes their complaint directly to governors, the diocese, or the Local Authority, the matter must be redirected to the proper stage of the procedure.
All members of staff and Management must be fully aware of the procedure and know to refer complainants to the Complaints Coordinator.
This procedure is not part of legal proceedings. Its purpose is reconciliation and resolution. Legal representatives/advisers will only be admitted in exceptional circumstances and with written permission obtained in advance from Management.
The Education and Inspections Act 2006 provide a procedure for Ofsted to investigate parents’ complaints about an educational institute.
A complaint cannot be investigated unless the institute’s complaints procedure has been exhausted, subject to the Chief Inspector’s discretion.
The SCU considers complaints relating to LA-maintained schools in England on behalf of the Secretary of State. This is generally applicable to schools rather than small educational institutes like tuition centres.
The SCU will:
If the SCU finds that the complaint was not handled properly, they may request that it be looked at again.
Further information:
National Helpline: 0370 000 2288
Website: www.education.gov.uk/help/contactus
Voxly Tuition is committed to dealing with all complaints fairly and impartially and to providing a high-quality service to complainants. We will not normally limit contact with complainants.
However, we do not expect staff to tolerate unacceptable behaviour, including behaviour that is abusive, offensive, or threatening.
Unreasonable behaviour is defined as conduct that hinders our consideration of complaints due to the frequency or nature of the complainant’s contact. This includes, but is not limited to, complainants who:
Whenever possible, the Department Supervisor or Head of Department will discuss any concerns with the complainant informally before applying an “unreasonable” designation.
If the behaviour continues, the Department Supervisor or Head of Department will write to the complainant explaining that their behaviour is unreasonable and ask them to change it.
For complainants who cause significant disruption through excessive contact, we may:
In response to any serious incident of aggression or violence, we will:
