Commissioner-Facing Procedure for Local Authorities, Multi-Academy Trusts, and Commissioning Schools
1. Purpose and Scope
Ember Learning Ltd (trading as Ember Tutors) is committed to resolving any concerns raised by commissioning Local Authorities, Multi-Academy Trusts, and schools ('Commissioners') promptly, fairly, and transparently. This Procedure covers complaints about the quality or delivery of sessions, tutor conduct, attendance management, communication, and any other aspect of performance under the Service Agreement.
Complaints involving a safeguarding concern are handled under the dedicated Safeguarding Complaint Track (Section 6 below) and do not progress through the standard stages while a safeguarding investigation is ongoing.
2. General Principles
All complaints are taken seriously and treated with respect. Complainants are kept informed throughout, and their identity is treated with appropriate confidentiality. Where a complaint is upheld, Ember Tutors takes action to remedy the matter and prevent recurrence. A record of all complaints is kept and reviewed annually as part of quality assurance.
3. Stage 1 — Informal Resolution
Commissioners may raise concerns informally by contacting Ember Tutors' Operations Lead at hello@embertutors.co.uk. Receipt is acknowledged within two working days. The aim is to resolve all Stage 1 concerns within five working days through explanation, remedial action, a replacement session, or an agreed change to delivery arrangements.
If the Commissioner is not satisfied with the Stage 1 response, they may escalate to Stage 2.
4. Stage 2 — Formal Written Complaint
A formal written complaint should be submitted by email, clearly marked 'FORMAL COMPLAINT', to the Company Director at hello@embertutors.co.uk. Stage 2 complaints must be submitted within 20 working days of the Stage 1 response (or of the matter arising, if Stage 1 was bypassed).
The Director acknowledges receipt within three working days and conducts a formal investigation, including review of session records, recordings, and interviews where appropriate. A full written response is provided within 15 working days. The Stage 2 response is the Company's final formal response under this Procedure.
5. Stage 3 — Escalation Pathway
If a Commissioner remains dissatisfied after Stage 2, they may invoke the dispute resolution process in the Service Agreement. Data protection complaints may be referred to the Information Commissioner's Office (ICO). Unresolved safeguarding concerns may be escalated to the relevant Local Authority Designated Officer (LADO), Ofsted, or the Department for Education.
6. Safeguarding Complaint Track
Any complaint that discloses or relates to a safeguarding concern — including concerns about student welfare, inappropriate tutor conduct, or a potential child protection issue — is managed separately from the standard process. Safeguarding complaints should be raised immediately with the Designated Safeguarding Lead (DSL) at hello@embertutors.co.uk.
The DSL treats the matter as urgent, assesses whether a referral to children's social care, the police, or the LADO is required, notifies the Commissioner's safeguarding contact, and maintains a full written record. Allegations against staff are referred to the LADO as a separate process that takes priority over the complaints procedure.
7. Record Keeping
Ember Tutors maintains a log of all complaints received, including the date, nature, resolution stage, outcome, and any remedial action. The log is reviewed annually by the Director and the DSL. Complaints records are retained for a minimum of three years from the date of resolution.
8. Review
This Procedure is reviewed annually and following any significant complaint, change in legislation, or DfE guidance update. Any material revision is communicated to Commissioners.
The full policy document is available on request. Contact hello@embertutors.co.uk.