Complaints

Last updated: 12/02/2026

1. Purpose

At LinkyThinks, we care deeply about the quality of our teaching and the experience families have with us. If something goes wrong, or if you are unhappy with any aspect of our service, we want to know.

This policy explains how parents or guardians can raise a concern or make a complaint, and how we will respond.

We aim to handle all concerns fairly, promptly and in a constructive way.

2. Who Can Make a Complaint

Complaints must be made by a parent or legal guardian of a pupil enrolled with LinkyThinks.

If a pupil raises a concern directly with a tutor, the tutor will normally encourage the pupil to speak with their parent or guardian so that the matter can be addressed formally and appropriately.

3. How to Raise a Concern

All complaints should be submitted in writing to: info@linkythinks.com

Please include:

  • the pupil’s name

  • a clear description of the concern

  • relevant dates and details

  • what outcome you are seeking, if appropriate

This helps us understand the situation fully and respond effectively.

4. Our Complaints Process

We follow a staged process to ensure concerns are handled properly.

Stage 1: Informal Resolution

Where appropriate, we may first seek to resolve the matter informally. This may involve:

  • clarifying expectations

  • discussing the issue with the relevant tutor

  • arranging a call with a Director

Many concerns can be resolved quickly and constructively at this stage.

Stage 2: Formal Complaint

If the matter cannot be resolved informally, it will move to a formal review.

  • We will acknowledge receipt of your complaint within 3 working days.

  • We aim to provide a full written response within 10 working days.

During this time we may:

  • review lesson recordings (where relevant)

  • speak with the tutor involved

  • consider written records or communications

We will provide a clear written outcome explaining our findings and any actions taken.

Stage 3: Review and Escalation

If you remain dissatisfied after receiving our formal response, you may request a review.

A Director who has not been directly involved in the matter (where possible) will review the complaint and the outcome.

We will confirm our final decision in writing.

If you are still dissatisfied, as members of The Tutors’ Association, you may contact them for further guidance or to raise the matter independently: thetutorsassociation.org.uk/contact-us/

5. Lesson Quality and Refunds

Where a complaint relates to lesson quality, missed sessions, or cancellations, any refund considerations will be assessed in line with our Terms of Sale.

For clarity:

  • Refunds are not normally offered for completed lessons.

  • Missed lessons and cancellations are governed by the cancellation terms set out in our Terms of Sale.

We encourage parents to review the Terms of Sale for full details.

6. Safeguarding Concerns

If a complaint relates to a safeguarding issue, it will be handled in line with our Safeguarding and Child Protection Policy. Safeguarding concerns are prioritised and may follow a different reporting process where required by law.

7. Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared with those who need to be involved in resolving the issue.

8. Review of This Policy

This policy will be reviewed annually or sooner if required due to changes in guidance, legislation or organisational practice.