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Complaints Procedure

How to make a complaint

You can email us at: suport@geniustuition.co.uk

Or write to us at:

Genius Tuition Nottingham

Nottingham Wildcat Arena

45 Greenwood Rd, Thorneywood

Nottingham

NG3 7FJ

Genius Tuition Nottingham number is: 0330 311 0860

When you contact us, please give us full details and include information (if you have it) about the part of the service you felt provided was dissatisfactory. Please also provide us with the following details:

  • the area of tuition to which your complaint refers and a contact name (if you have one)

  • information on whether it is an original complaint or a follow-up to a reply you were not satisfied with

  • a clear description of the complaint and what you would like us to do to sort things out

  • your full postal address, phone number and e-mail address (if you have one)

We aim to respond to you within 20 working days.

What happens next?

If you complain in writing, we aim to respond within 20 working days. If it is not possible to give you a full reply within this time (for example, if your complaint requires more detailed investigation), we will tell you what is being done and when you can expect a full response.

We will acknowledge where things could have been done better, and tell you what will be done to avoid the same thing happening again. Equally, if we do not uphold your complaint, we will let you know why.

Our response to you will include details of what to do if you believe your complaint has not been dealt with properly. You should start by contacting us again and asking for your complaint to be passed on to a more senior member of staff.

If you remain unsatisfied, you can also ask your member of Parliament to refer your case to the Ofsted Ombudsman

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