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Complaint Procedure Policy

At Hearken Tutors, we are committed to providing a high-quality tutoring service and maintaining a positive, respectful, and safe environment for all students, parents, and tutors. To ensure that any concerns or issues are addressed promptly and fairly, we have established a clear and comprehensive Complaint Procedure. This policy outlines the steps for filing a complaint, the timeframe for addressing complaints, and protection against retaliation for complainants.
 

1. Clear Steps for Filing a Complaint
 

a) Initial Contact:

  • Purpose: If you have a concern or complaint, the first step is to discuss it directly with the individual involved, if possible. Many issues can be resolved quickly and effectively through direct communication.

  • Process: Approach the tutor or relevant staff member respectfully and explain your concern. Give them an opportunity to address and resolve the issue.
     

b) Escalation:

  • Next Step: If the issue is not resolved through direct communication or if you feel uncomfortable addressing the individual involved, the next step is to escalate the complaint.

  • Contact: Complaints can be escalated to the Online Class Coordinator or the management team. You can contact them via email or phone. Contact details are provided at the end of this policy.

  • Details: When escalating a complaint, please provide detailed information, including the nature of the complaint, any relevant dates and times, and any actions taken to resolve the issue initially.
     

c) Formal Complaint:

  • Written Complaint: If the complaint is not resolved through escalation, you may submit a formal written complaint to the management team.

  • Submission: Formal complaints can be submitted via email or post. Ensure you include all relevant details and any supporting documentation.

  • Acknowledgment: Upon receipt of a formal complaint, Hearken Tutors will acknowledge it within two business days.
     

2. Timeframe for Addressing Complaints
 

a) Initial Response:

  • Acknowledgment: As mentioned, formal complaints will be acknowledged within two business days of receipt.

  • Investigation: The management team will begin investigating the complaint promptly. This may involve gathering information from all parties involved and reviewing any relevant documentation.
     

b) Resolution Timeline:

  • Standard Timeline: Hearken Tutors aims to resolve all complaints within ten business days from the date of acknowledgment. If the investigation requires more time, you will be informed of the delay and provided with a revised timeline.

  • Communication: Throughout the investigation, the complainant will be kept informed of the progress and any actions being taken.
     

c) Outcome:

  • Decision: Once the investigation is complete, Hearken Tutors will communicate the outcome to the complainant. This will include any actions taken to address the issue and prevent its recurrence.

  • Follow-Up: If the complainant is not satisfied with the outcome, they may request a follow-up meeting with the management team to discuss further.
     

3. Protection Against Retaliation for Complainants
 

a) Non-Retaliation Policy:

  • Commitment: Hearken Tutors is committed to ensuring that all complaints are handled fairly and without fear of retaliation. Complainants will not be subject to any adverse actions as a result of filing a complaint.

  • Confidentiality: All complaints will be handled with the utmost confidentiality. Information about the complaint will only be shared with individuals directly involved in the investigation and resolution process.
     

b) Support:

  • Assistance: Hearken Tutors will provide support and assistance to complainants throughout the process. This may include offering mediation services or additional resources to address the issue.

  • Reassurance: We encourage all students, parents, and tutors to raise their concerns without fear of negative consequences. Your feedback is valuable in helping us maintain a high standard of service.
     

Conclusion:
 

The Complaint Procedure Policy is designed to ensure that any concerns or issues are addressed promptly, fairly, and effectively. We are committed to providing a supportive and respectful environment for all members of the Hearken Tutors community. If you have any questions or need further clarification on this policy, please do not hesitate to contact us.
 

Contact Information:

Hearken Tutors
Email: info@hearkentutors.com
Phone: 020-8163-4588
Office Hours: Monday - Friday, 9 AM - 5 PM
 

Thank you for your cooperation and understanding.
Together, we can maintain a positive and productive learning environment for all.
 

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