Complaints Policy & Procedure

1. Our Commitment

Inclusion at Heart is committed to providing a professional, inclusive, accessible and high-quality tutoring service.

We welcome feedback and take complaints seriously. We aim to deal with concerns promptly, fairly, respectfully and transparently.

As a private tutoring and out-of-school education provider, Inclusion at Heart follows relevant Department for Education (DfE) guidance and maintains a clear process for raising and resolving complaints.

2. Scope

This policy applies to complaints about Inclusion at Heart's services, including:

Tutoring and educational support
Family and school outreach
Communication and administration
Invoicing
Accessibility
Professional conduct
Learning resources
Data protection and privacy

Complaints may be made by students, parents/carers, schools, professionals or anyone directly affected by our services.

3. Safeguarding Concerns

Safeguarding concerns are not treated as standard complaints.

Any concern about the safety or welfare of a child, young person or vulnerable adult will be dealt with under the Inclusion at Heart Safeguarding and Child Protection Policy.

This includes concerns about abuse, neglect, exploitation, inappropriate behaviour, or the suitability or conduct of a person working with a child.

Safeguarding concerns will be acted upon without unnecessary delay and, where appropriate, referred to children's social care, the Local Authority Designated Officer (LADO), police or another relevant safeguarding agency.

If a child is in immediate danger, call 999.

4. How to Make a Complaint

Complaints can be made:

By email: inclusionatheartbristol@gmail.com

If someone is unable to make a written complaint or requires a reasonable adjustment, an alternative method can be agreed, such as a telephone conversation or another accessible communication format.

There is no requirement to use a particular form or wording.

Where possible, complaints should include:

Name and contact details
Details of the concern
Relevant dates
Any supporting information
The outcome being sought

5. Informal Resolution

Where appropriate, concerns may be raised informally in the first instance. Many concerns can be resolved quickly through discussion or email. However, a complainant may make a formal complaint immediately if they wish, particularly where the concern is serious, relates to safeguarding or involves data protection.

6. Formal Complaints

Formal complaints will be recorded in the Inclusion at Heart complaints log and considered fairly and objectively.

The investigation may include reviewing relevant correspondence, records, policies or other information and speaking with the complainant or others where appropriate.

As Inclusion at Heart is a sole-provider business, Sara Lewis is responsible for receiving, investigating and responding to complaints.

Timescales

General complaints: normally acknowledged within 5 working days and responded to within 15 working days.
Data protection complaints: acknowledged within 30 days of receipt and dealt with without unjustifiable or excessive delay.

If additional time is required, the complainant will be informed of the reason and expected timescale.

7. Complaint Outcomes

Following an investigation, a complaint may be:

Upheld
Partially upheld
Not upheld

Where appropriate, Inclusion at Heart may provide an explanation or apology, take remedial action, change an arrangement, or review its procedures. The outcome will be recorded in the complaints log.

8. Review of a Complaint

If a complainant remains dissatisfied with the outcome of a general complaint, they may request a review within 10 working days of receiving the response. The request should explain why the complainant believes the decision should be reconsidered.

As Inclusion at Heart is a sole-provider business, there is no separate internal complaints panel or governing body.

Where appropriate, Sara Lewis may seek independent professional advice.

A review will normally be completed within 15 working days and will usually represent the conclusion of the internal complaints process.

9. Data Protection Complaints

Individuals can complain if they believe their personal data has not been handled appropriately or in accordance with applicable data protection law.

Examples include concerns about:

Collection or use of personal information
Unauthorised sharing or access
Data security
Accuracy of information
Data retention
Failure to respond appropriately to a data protection request

Data protection complaints should be sent to: inclusionatheartbristol@gmail.com

Sara Lewis, as Data Controller, is responsible for handling these complaints.

Complaints will be recorded, investigated and responded to without unjustifiable or excessive delay. The date received will be recorded to ensure the appropriate timescales can be monitored.

If the complainant remains dissatisfied, they may contact the Information Commissioner's Office (ICO).

ICO – Make a data protection complaint

The ICO recommends raising the concern with the organisation first wherever possible.

10. Complaints About the Tutor

Where a complaint concerns the conduct of Sara Lewis, it will be taken seriously and considered in accordance with this policy.

If the complaint involves a safeguarding allegation, the Safeguarding and Child Protection Policy will take precedence.

Where required, the appropriate safeguarding authority, including the LADO or police, will be contacted.

Sara Lewis will not attempt to investigate a safeguarding allegation against herself.

11. Confidentiality and Data Protection

Complaints will be handled sensitively and information will only be shared where there is a legitimate reason to do so.

Complaint records will be stored securely and handled in accordance with the Inclusion at Heart Data Protection and Privacy Policy.

Records will be retained only for as long as necessary, subject to any legal or safeguarding requirements.

12. Anonymous and Unreasonable Complaints

Anonymous complaints will be considered where sufficient information is provided to take appropriate action. It may not always be possible to provide an outcome where the complainant cannot be identified or contacted. Inclusion at Heart will treat genuine concerns seriously. However, reasonable boundaries may be placed on communication where complaints are repeatedly raised without new information or communication becomes abusive, threatening or discriminatory.

This will not prevent new concerns or safeguarding matters from being considered.

13. Accessibility

Inclusion at Heart aims to make the complaints process accessible. Reasonable adjustments will be considered for people who require an alternative format, have communication difficulties or need additional support to make a complaint.

Please contact Sara Lewis to discuss any accessibility requirements.

14. External Escalation

Inclusion at Heart aims to resolve complaints directly wherever possible.

Depending on the nature of the concern, individuals may also have the right to contact an appropriate external organisation.

Safeguarding: Relevant local authority safeguarding services, LADO or police. In an emergency, call 999.

Data protection: Information Commissioner's Office (ICO).

Other matters may be referred to an appropriate regulator, professional body, commissioning organisation or statutory authority where applicable. There is not a general DfE complaints route for ordinary complaints about private tutors.

15. Complaints Log

Inclusion at Heart will maintain a secure complaints log recording, where appropriate:

Date received
Complainant
Nature of complaint
Action and investigation
Date acknowledged
Outcome
Any further action
Date closed

The log will be handled in accordance with the Data Protection and Privacy Policy.

16. Policy Review

This policy will be reviewed annually or sooner if required due to changes in legislation, DfE or ICO guidance, services, business arrangements or following a significant complaint.

Policy Updated: September 2026
Next Review: September 2027