Complaints Procedure

Last updated: 1 April 2026

1. Our commitment

MathsPro takes all complaints seriously. We aim to resolve issues fairly, promptly, and transparently. This procedure applies to parents, students, and tutors.

2. How to raise a complaint

You can raise a complaint by:

• Emailing support@mathspro.co.uk with the subject line "Complaint"
• Using the support form in your dashboard (if you have an account)

Please include:

• Your name and email address
• A description of the issue
• The date(s) the issue occurred
• Any relevant booking or tutor details
• What outcome you are seeking

3. Our process

Step 1: Acknowledgement

We will acknowledge your complaint within 2 business days.

Step 2: Investigation

We will investigate the issue, which may include speaking with the tutor, reviewing lesson records, and gathering any relevant information. This typically takes 5-10 business days.

Step 3: Resolution

We will contact you with our findings and proposed resolution. This may include:

• An apology and explanation
• A refund or credit
• A replacement tutor
• Changes to our processes to prevent recurrence

4. Escalation

If you are not satisfied with the resolution, you may request an escalation review by emailing aisha@mathspro.co.uk. The founder will personally review your case within 5 business days.

5. Safeguarding complaints

Complaints involving safeguarding concerns are handled under our Safeguarding Policy and will be treated with the highest priority.

6. External resolution

If you remain unsatisfied after our internal process, you may seek advice from Citizens Advice (citizensadvice.org.uk) or pursue the matter through the courts.