CAMBS TUTORS
Complaints and Concerns Procedure
Effective date: 10 November 2026
Next review: November 2027
Responsible person: Shelly Gathigia Wadsworth
Email: s.wadsworth@cambstutors.co.uk
1. Our Commitment
Cambs Tutors aims to provide high-quality, professional, supportive tuition.
We welcome feedback and take concerns and complaints seriously.
Parents, guardians and students should feel confident that concerns can be raised without fear of unfair treatment or disadvantage.
2. What This Procedure Covers
This procedure applies to complaints concerning:
- Teaching quality and tuition arrangements.
- Communication with parents or students.
- Scheduling and administration.
- Professional conduct.
- Access to services and reasonable adjustments.
- Other aspects of Cambs Tutors' provision.
Safeguarding allegations and concerns about harm to children are dealt with under the Safeguarding and Child Protection Policy and may be referred directly to external authorities.
3. Stage One — Informal Resolution
Where appropriate, parents are encouraged to raise ordinary concerns directly with the founder.
Email: s.wadsworth@cambstutors.co.uk
Cambs Tutors will endeavour to resolve straightforward concerns promptly and constructively.
Parents may request that their concern be handled formally from the outset.
4. Stage Two — Formal Written Complaint
A formal complaint should be submitted by email and should include:
- Name of the parent or guardian.
- Student's name, where relevant.
- Description of the complaint.
- Relevant dates or events.
- Preferred outcome, where appropriate.
Cambs Tutors aims to:
- Acknowledge the complaint within three working days.
- Review relevant information fairly and confidentially.
- Provide a written response within ten working days.
Where additional time is necessary, the complainant will be informed of the reason and the revised response date.
5. Impartiality and Escalation
As Cambs Tutors currently operates with a sole founder and tutor, there is no separate internal appeals panel.
If a complainant disputes the response, they may request one further written review within 14 calendar days.
Cambs Tutors will reconsider any new evidence and provide a final written response.
Where relevant, parents may also seek advice from external consumer, data protection or safeguarding authorities.
Cambs Tutors will not falsely represent its internal review as an independent appeal.
6. Safeguarding Complaints
Any complaint suggesting that a child has been harmed, is at risk of harm or has experienced inappropriate conduct will be treated as a safeguarding concern.
Warwickshire Family Connect — Children's Social Care: 01926 414144
Out-of-hours Emergency Duty Team: 01926 886922
Warwickshire Local Authority Designated Officer (LADO): 01926 745376
LADO email: lado@warwickshire.gov.uk
NSPCC Helpline: 0808 800 5000
Immediate danger: Call 999.
Parents do not need to exhaust the Cambs Tutors complaints procedure before contacting external safeguarding authorities.
7. Confidentiality and Records
Complaints will be documented and handled confidentially, subject to legal and safeguarding obligations.
Information will be shared only where appropriate and necessary.
Records will be securely maintained and retained in accordance with Cambs Tutors' applicable data protection and retention procedures.
8. Fair Treatment
Students and families will not be penalised for raising genuine concerns.
Cambs Tutors will seek to resolve complaints respectfully, transparently and without unnecessary delay.
Approved by: Shelly Gathigia Wadsworth
Approval date: __________________