Complaints Policy

Tuition providers are expected to maintain a clear complaints procedure that parents can easily access, and this is ours.

Where the complaint concerns a child, we will take the child’s welfare and circumstances into account when considering how the matter should be handled.

If the issue involves child safety or safeguarding, it should be reported immediately through the safeguarding procedure rather than waiting for the normal complaints process.

Not every problem needs to become a formal complaint.

Where possible, we encourage families to raise concerns early so they can be addressed before they become more serious.

A student should not be disadvantaged academically simply because they or their parent has raised a genuine complaint in good faith.

For everyday concerns, please contact the appropriate Dominis team.

Where appropriate, we will first try to resolve the issue informally.

or another reasonable resolution. Many concerns can be resolved at this stage.

If the issue cannot be resolved informally, or the matter is sufficiently serious, you may submit a formal complaint in writing.

Send formal complaints to the Dominis Complaints Team:

Organisation

Dominis Learning

Address

16 Vernon Close, Sutton Coldfield, England, B74 4EA

Email

info@dominislearning.com

Telephone

+44 7709 252005

Dominis aims to acknowledge a formal written complaint within 2 working days.

Where the matter is particularly complex, we may need additional time. If this happens, we will aim to keep the complainant informed.

Only information reasonably necessary to investigate the complaint will be reviewed.

Dominis aims to provide a formal response within 10 working days where reasonably possible.

If additional time is required because of the complexity of the case, the complainant will be informed.

Not every complaint will result in financial compensation or a refund.

Refund matters will also be considered under the Cancellation & Refund Policy and applicable consumer rights.

If you remain dissatisfied after receiving the formal Stage 2 response, you may request a further review.

The review will normally be carried out by a senior member of Dominis who was not primarily responsible for the original decision, wherever practicable.

A request for Stage 3 review should normally be made within 10 working days of the formal complaint response.

Send your request to Senior Management / Complaints Review:

Dominis aims to respond to the review within 10 working days, where reasonably possible.

Following the management review, Dominis’ internal complaints procedure will normally be considered complete.

Organisation

Dominis Learning

Address

16 Vernon Close, Sutton Coldfield, England, B74 4EA

Email

info@dominislearning.com

Telephone

+44 7709 252005

If the complaint concerns a tutor, parents should contact Dominis directly rather than attempting to resolve a serious issue privately with the tutor.

Appropriate action will depend on the nature and seriousness of the issue.

Safeguarding Concerns Take Priority

If a complaint suggests that a child may be at risk of harm, or raises concerns about a tutor, member of staff, another student or any adult working with children, the matter will be referred immediately to the Designated Safeguarding Lead (DSL).

A safeguarding concern should not wait for the normal complaints timescales.

Where required, a safeguarding matter may be referred to the appropriate external safeguarding service.

If a child is believed to be in immediate danger, the normal complaints process should not delay urgent safeguarding action.

Appropriate emergency or statutory safeguarding services should be contacted without delay.

This is separate from the normal service-complaints process.

personal information, please contact the Dominis Privacy Team:

Data-protection complaints are handled under the relevant privacy procedure. Organisations must provide people with a route for making data-protection complaints directly to them.

If the matter cannot be resolved, individuals also have the right to complain to the Information Commissioner’s Office (ICO).

Organisation

Dominis Learning

Address

16 Vernon Close, Sutton Coldfield, England, B74 4EA

Email

info@dominislearning.com

Telephone

+44 7709 252005

will be reviewed alongside our Cancellation & Refund Policy and Terms & Conditions.

Nothing in this complaints procedure removes statutory consumer rights.

UK consumer law requires services supplied to consumers to be performed with reasonable care and skill.

A complaint may be raised about the quality of tuition or educational support.

to determine whether there is a legitimate service-quality concern.

Students should also feel able to raise concerns.

depending on the concern. Where appropriate, information will be explained in a way that the student can understand.

Complaints will be handled with appropriate confidentiality.

We cannot promise absolute confidentiality where information must be shared to protect a child or comply with legal requirements.

Records are handled in accordance with our Privacy Policy and applicable data-protection requirements.

Anonymous complaints may be considered where sufficient information is available to investigate them.

Safeguarding concerns will still be considered appropriately regardless of whether the person reporting them wishes to identify themselves.

Dominis will not reject a complaint simply because it is critical or persistent.

However, where the same matter has completed the complaints procedure and no materially new information is provided, we may confirm that the internal process is complete.

This will not prevent genuine new safeguarding concerns from being reported.

We ask everyone involved in a complaint to communicate respectfully.

Likewise, Dominis staff are expected to treat complainants with professionalism and respect.

Parents and students should feel able to raise genuine concerns.

Complaints are an important part of quality assurance.

We may review complaint patterns to identify areas where improvement is needed.

The purpose is not simply to close a complaint — it is to reduce the chance of the same problem happening again.

Write to the Dominis Learning Complaints Team:

Organisation

Dominis Learning

Address

16 Vernon Close, Sutton Coldfield, England, B74 4EA

Email

info@dominislearning.com

Telephone

+44 7709 252005