Raise a concern in English or Chinese. You do not need to buy another service to make a complaint.
Email [email protected] with the subject “Complaint”, your name, course or enquiry reference if available, what happened and the outcome you seek. Include relevant dates and a brief explanation. Use [email protected] for privacy requests. Avoid sending full card details or unrelated personal documents.
An authorised college representative will review the agreed service, relevant communications and any teaching record, ask for clarification if needed and explain the findings and proposed remedy in writing. A concern about a tutor should be reviewed by someone other than that tutor where possible. Keep copies of your correspondence.
We aim to acknowledge a complaint within five working days and provide a substantive response within fifteen working days. If more time is needed, we will explain why and give the next response date. These targets do not shorten a cancellation deadline or replace statutory rights.
If you disagree, reply explaining which points remain unresolved and ask for a Director review. Where a separate reviewer is unavailable, disclose that limitation rather than describing the review as independent. The outcome should explain the evidence, remedy and any further route available.
The procedure does not stop you exercising consumer rights or seeking advice. Any applicable alternative dispute resolution information will be provided at the relevant stage; no membership of an ombudsman or ADR scheme is claimed. Privacy complaints may also be raised with the UK Information Commissioner. Do not delay a time-sensitive cancellation while waiting for a complaint response.
Reference: GOV.UK · Consumer Rights Act 2015
