4mytutors Complaints Policy

Version: 1.0
Date: August 2026

1.      Policy Statement

4mytutors is committed to providing a safe, professional and high-quality marketplace that connects learners, parents, schools and independent tutors.

We welcome feedback and take complaints seriously. We aim to investigate complaints fairly, confidentially and promptly, using feedback to improve our service and maintain standards across the platform.

2.      Scope

This policy applies to complaints relating to:

  • 4mytutors’ services and customer support.
  • Tutors using the platform.
  • Tutor profile information.
  • Platform-facilitated payments.
  • Safeguarding-related complaints, except urgent safeguarding or child protection concerns, which will be handled immediately under the Safeguarding Policy.

This policy does not cover:

  • Criminal matters, which should be reported to the police.
  • Urgent child protection matters, which should be reported in line with our Safeguarding Policy.
  • Educational outcomes, grades or exam results.
  • Matters subject to legal proceedings.

3.      Role of 4mytutors

4mytutors is a marketplace that introduces clients to independent tutors. Whilst tutors are subject to appropriate vetting, safeguarding and compliance checks before joining the platform, tutoring services are provided independently by tutors and not by 4mytutors.

We will investigate complaints relating to tutor conduct, safeguarding and the use of the platform and may suspend or remove tutors where standards are not met.

4.      Making a Complaint

Complaints should be raised within 30 days of the issue arising.

Complaints may be made:

  • By email: support@4mytutors.com, FAO Sebastian Payne
  • By post: 4mytutors c/o 4myschools, 58 Waterhouse Business Centre, 2 Cromar Way, Chelmsford, Essex, CM1 2QE, FAO Sebastian Payne
  • By phone: 01245 353808

Please provide:

  • Name and contact details.
  • Details of the tutor (if applicable).
  • Description of the complaint.
  • Relevant dates and supporting evidence.
  • Desired outcome.

5.      Complaints Process

Informal Resolution

Where possible, concerns should be raised informally first. Many issues can be resolved quickly through discussion and clarification.

Stage 1: Investigation

We will:

  • Acknowledge complaints within 5 working days.
  • Investigate the matter and gather relevant information.
  • Provide a written response within 10 working days or advise of any revised timescale if further investigation is required.

Stage 2: Review

If you remain dissatisfied, you may request a review within 10 working days of receiving our response. A senior manager not previously involved will review the complaint and issue a final written response within 10 working days.

6.      Outcomes

Following investigation, 4mytutors may:

  • Provide an explanation or apology.
  • Correct inaccurate information.
  • Require further training or documentation.
  • Issue a warning, suspend or remove a tutor from the platform.
  • Refer safeguarding concerns to appropriate authorities.
  • Review internal processes and policies.

Any action taken will be proportionate to the nature and seriousness of the concern.

7.      Safeguarding

Complaints relating to the safety or welfare of a child or vulnerable adult will be handled under the 4mytutors Safeguarding Policy and may be referred to:

  • The Local Authority Designated Officer (LADO).
  • Children’s Social Care.
  • The Police.
  • Other relevant regulatory or safeguarding bodies.

These matters take priority over the standard complaints process.

8.      Confidentiality and Review

All complaints will be handled confidentially and in accordance with data protection legislation. Complaint records will be maintained securely and used to monitor trends, improve services and strengthen safeguarding arrangements. This policy will be reviewed annually or sooner where required.