1. Purpose
We want concerns to be raised early and handled fairly. This procedure covers complaints about tuition, communication, administration, privacy or the website.
2. How to make a complaint
Email info@myfuturedu.com with the subject line Complaint. Please include your name, the learner's first name where relevant, what happened, when it happened, and the outcome you are seeking.
For a data protection complaint, please state that clearly so it can be handled under the applicable data protection requirements.
3. Our response
We aim to acknowledge a complaint within 5 working days. We aim to provide a substantive response within 15 working days where reasonably possible. If more time is needed, we will explain why and provide an update.
4. Fair handling
We will consider relevant information, avoid conflicts of interest where possible, keep information limited to those who need it, and explain the outcome. Raising a genuine complaint will not cause a learner to be treated unfairly.
5. Safeguarding complaints
If the complaint raises a child-protection concern, our Safeguarding & Child Protection Policy takes priority. Immediate danger should be reported to emergency services by calling 999.
6. Data protection complaints
If a complaint concerns personal information, you may also have the right to complain to the Information Commissioner's Office. We ask that you contact us first where possible so we have an opportunity to address the issue.
7. Consumer rights
This complaints procedure does not remove any statutory consumer right or prevent you from seeking independent advice, including from Citizens Advice or another appropriate body.