Home Tutoring.org.uk - Feedback & Complaints
The following page provides information on how to complain to or provide feedback for Home Tutoring.org.uk and also explains how to go about making a complaint to Regulatory Authorities about any aspect of their work, including general qualifications.
We aim to maintain the quality of our services continuously and welcome customer feedback to help us in this matter. Similarly, if you have a complaint about any of the services Home Tutoring.org.uk provides, or a suggestion for improvement, please either call us, write to us or complete the online form in the Contact Us page.
Making a Complaint about Home Tutoring.org.uk
Home Tutoring.org.uk welcomes suggestions for improving the work that we do. Furthermore, you can rest assured that, no matter what you want to tell us, our support and respect for the student will not be affected in any way. Please tell us of any concern you may have as soon as possible. It is difficult for us to investigate an incident or problem properly if it took place a long time ago. We always fully appreciate the assistance we receive from parents and children alike in addressing any problems that arise.
Problems might arise from misunderstandings, and these can be easily addressed and resolved. We treat all our clients with respect and expect the same in return as we believe that when we treat each other with mutual respect and support, it provides a very good role model for everyone who attends our establishment. If however, a Formal Investigation is necessary, we will investigate the complaint seriously, meticulously and quickly, and discuss our findings with the complainant so that we can find a mutually acceptable way forward which serves in the best interest of everyone involved, and in particular the student. In the unlikely event of the problem remaining unresolved you can choose to withdraw from attending further pre-booked sessions and receive a full refund for unattended lessons. If the nature of the complaint is found to be justified, appropriate action to resolve the matter will be taken immediately. If, however, the complaint is found to be unjustified, the case may be closed.
We will investigate and respond to a complaint within ten working days. If it is not possible to respond in full within that time, we will write to tell you what is being done and when you may expect a full response.
The procedure to be followed in the event of a complaint being made is summarised in the following 2 stages:
Stage 1: Informal Action
- Parents of pupils, or students themselves, discuss their concerns with the tutor.
- If the tutor is unable to deal immediately with the matter, a clear note is made, including complainant’s name, phone number and date, and the parent, or student, is contacted as soon as the matter has been investigated. The tutor may also consult the Senior Tutor at this stage.
- The tutor ensures that the parent and/or student clearly understands what action or monitoring of the situation has been agreed.
- If no satisfactory solution has been found, parents and/or students are asked if they wish their concern to be considered further.
Stage 2: Referral to the Senior Tutor
- The Senior Tutor acknowledges the complaint, orally or in writing, within 3 working days .
- A meeting is arranged with the complainant to clarify and supplement any information given.
- The Senior Tutor investigates further, interviewing witnesses as appropriate. If the complaint centers on a pupil (under the age of 16), the pupil would normally be interviewed with a parent present or, if this is not possible, with someone who is not directly involved.
- The Senior Tutor keeps written records of meetings, telephone conversations and other documentation.
- Once all relevant facts have been established, the Senior Tutor responds. If the complaint was in writing, a written response will be sent.
- If the complainant is not satisfied, they are advised to discontinue attending further pre-booked sessions and will receive a full refund for unattended lessons.
- If the complaint is against the Senior Tutor, Stage 2 procedures are carried out by the Deputy Tutor.
Making a Complaint about a General Qualification
This section is for anyone who is concerned about or wishes to complain specifically about a service, or lack of service, provided by an awarding body or centre to candidates. This is not a matter that Home Tutoring.org.uk is unable to provide a direct solution to and the complainant would need to follow the advice below in order to lodge a complaint of such a nature:
General qualifications include GCSE's, GCSE's in Vocational subjects, GCE's, VCE's, GNVQ's and AEA's
A fully comprehensive guide to the complaints and appeals process for general qualifications for candidates and learners in England can be found via the QCA website, and complaints of this nature should be sent directly to them. (Please note that this applies only to exams taken in England. For exams taken in Wales contact ACCAC, and for exams taken in Northern Ireland contact CCEA). We have outlined below the brief process that Regulatory Authorities follow in the event that they receive a complaint:
Regulatory Authorities' Policies:
The Regulatory Authorities (QCA, ACCAC, CCEA) are committed to promoting continuing improvement and public confidence in the quality of external qualifications. The procedure adopted by the Regulatory Authorities in dealing with complaints relating to all accredited external qualifications is:
Any complaint will be investigated by reference to the relevant regulations against which the qualification was accredited. Currently this would be the Arrangements for the statutory regulation of external qualifications in England, Wales and Northern Ireland 2000, and any further relevant or subsequently issued codes of practice: Unified code of practice, NVQ code of practice.
In normal circumstances a complainant should first have followed and exhausted the centre and/or awarding body's complaints procedure. However where the complainant is dissatisfied with the outcome, they must write to the appropriate regulatory authority. Complaints about malpractice may be made directly to the Regulatory Authorities without reference to any centre or awarding body procedure. Contact details for the regulatory authorities in England, Wales and Northern Ireland can be found by clicking on the relevant link: QCA (for England), ACCAC (for Wales) or CCEA (for Northern Ireland).
