Complaints Policy

Walyo Academy (“we”, “us”, “our”) is committed to providing high‑quality tutoring services. This Complaints Policy explains how parents, students, and tutors (“you”, “your”) may raise concerns and how those concerns will be handled.

  1. Purpose of This Policy

1.1 To ensure complaints are handled fairly, promptly, and transparently. 1.2 To provide a clear process for raising concerns about our services, tutors, or administrative matters. 1.3 To support safeguarding and maintain high educational standards.

  1. What You Can Complain About

You may submit a complaint regarding:

  • Quality of tutoring
  • Tutor conduct or professionalism
  • Administrative errors
  • Billing or payment issues
  • Safeguarding concerns
  • Website or communication issues
  • Any aspect of our service you believe is unsatisfactory

Safeguarding concerns are handled under a separate accelerated process (see Section 7).

  1. How to Submit a Complaint

Complaints must be submitted in writing to:

📧support@walyo.co.uk

Please include:

  • Your name
  • Student name (if applicable)
  • Date of the incident or issue
  • Details of the complaint
  • Any supporting evidence (screenshots, messages, etc.)

We do not accept complaints via social media.

  1. Acknowledgement of Complaints

4.1 We will acknowledge receipt of your complaint within 2 business days. 4.2 We may request additional information if required to investigate the matter.

  1. Investigation Process

5.1 Complaints will be reviewed by a senior member of the Walyo Academy team. 5.2 We may contact the tutor, parent, or student involved to gather information. 5.3 All investigations are conducted impartially and confidentially. 5.4 We aim to provide a full response within 10 business days.

If more time is required, we will notify you.

  1. Outcomes

Possible outcomes include:

  • Explanation or clarification
  • Apology
  • Replacement lesson
  • Refund (in accordance with our Refund Policy)
  • Tutor reassignment
  • Additional training or disciplinary action for tutors
  • Termination of services (in serious cases)

You will receive a written response outlining the outcome.

  1. Safeguarding‑Related Complaints

7.1 Any complaint involving the safety or welfare of a child is treated as a priority. 7.2 Safeguarding complaints are escalated immediately to the Designated Safeguarding Lead. 7.3 We may suspend lessons while the matter is investigated. 7.4 Where required, we will report concerns to external authorities.

Safeguarding contact: 📧safeguarding@walyo.co.uk

  1. Appeals Process

If you are not satisfied with the outcome:

8.1 You may request an appeal within 7 days of receiving the decision. 8.2 Appeals will be reviewed by a different senior staff member. 8.3 The appeal decision is final.

  1. Confidentiality

9.1 All complaints are handled confidentially. 9.2 Information is shared only with individuals involved in the investigation. 9.3 We comply with UK GDPR and our Privacy Policy.

  1. Unreasonable or Abusive Complaints

We reserve the right to refuse or discontinue handling complaints that are:

  • Abusive
  • Threatening
  • Repetitive without new evidence
  • Made in bad faith

We may terminate services in such cases.

  1. Record Keeping

11.1 We maintain records of all complaints for 6 years. 11.2 Safeguarding complaints may be retained longer as required by law.

  1. Contact Information

For all complaints: 📧support@walyo.co.uk

For safeguarding concerns: 📧safeguarding@walyo.co.uk