Complaints Policy

At Edurium, we are committed to providing high-quality tuition and an excellent experience for all students and parents. We value feedback and take complaints seriously. This Complaints Policy explains how parents and guardians can raise concerns, and how we will address them fairly, promptly, and transparently.

1. Aims

– To provide a clear and simple process for raising complaints.
– To handle complaints quickly, fairly, and with respect.
– To use feedback and complaints to improve our services.

2. Informal Resolution

Most concerns can be resolved informally by speaking directly with the tutor or Edurium management. We encourage parents to raise concerns at the earliest opportunity.

3. Formal Complaints

If an issue cannot be resolved informally, parents may submit a formal complaint in writing using the Complaints Form. Formal complaints will be acknowledged within 5 working days and investigated within 15 working days. A written response will be provided once the investigation is complete.

4. Escalation

If a parent is not satisfied with the outcome of the formal complaint, the issue may be escalated to the Director, Dr Artin Backtash-Rad, whose decision will be final.

5. Confidentiality

All complaints will be handled with sensitivity and confidentiality. Information will only be shared with staff who need to know in order to resolve the issue.

6. Review of Policy

This Complaints Policy is reviewed annually to ensure fairness, clarity, and effectiveness.