Complaints Policy

Effective Date: 01/03/2026

Exodus Talent Academy is committed to providing high-quality tuition services and maintaining positive relationships with students and parents/guardians. We take all concerns and complaints seriously and aim to resolve issues fairly, promptly, and professionally.

1. Purpose of this Policy
This policy explains how parents/guardians and students can raise concerns or complaints about any aspect of our tuition services, including teaching, tutors, administration, or lesson delivery.

2. Informal Resolution
In most cases, concerns can be resolved quickly by speaking directly with us. We encourage parents/guardians to contact us as soon as possible so we can address the issue informally and try to resolve it without delay.

3. How to Make a Formal Complaint
If the issue cannot be resolved informally, a formal complaint should be submitted in writing by email. The complaint should include your name and contact details, student name, description of the issue, relevant dates and details, and any supporting information where applicable. Complaints should be sent to: [admin@exodustalentacademy.com](mailto:admin@exodustalentacademy.com)

4. Acknowledgement of Complaint
We will acknowledge receipt of your complaint within a reasonable timeframe, usually within 3–5 working days.

5. Investigation Process
We will review the complaint fairly and may speak to relevant tutors or staff, review lesson records or communications, and request additional information where necessary. We aim to investigate and respond as quickly as possible while ensuring a fair review.

6. Outcome
Once the investigation is complete, we will provide a written response explaining the outcome, take appropriate action where necessary, and suggest any resolution or corrective steps if applicable. Where appropriate, we may offer solutions such as rescheduling, credit, or other reasonable remedies.

7. Escalation
If you are not satisfied with the outcome, you may request that the complaint is reviewed again by a senior member of the team. A final review will be carried out and a final decision provided.

8. Safeguarding Concerns
If a complaint relates to safeguarding or the welfare of a child, it will be handled in accordance with our Safeguarding Policy and may be escalated immediately to appropriate safeguarding authorities if required.

9. 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.

10. Policy Review
This policy may be updated from time to time to reflect changes in our procedures or legal requirements. The latest version will always be available on our website.