Complaints & Concerns Procedure

Last updated: 20th June 2026

BloomStone aims to provide a professional, carefully managed tuition service. If something is not right, parents are encouraged to raise it early so that it can be reviewed and addressed clearly.

This procedure explains how parents can raise a concern or make a formal complaint about BloomStone tuition, communication or service quality.

Safeguarding and online safety concerns are handled separately under BloomStone’s Safeguarding & Online Safety Statement.

1. Raising a concern early

Many concerns can be resolved quickly through clear communication.

Parents should contact BloomStone as soon as possible if they have a concern about:

  • lesson access

  • scheduling

  • payment or lesson credit

  • homework or preparation tasks

  • communication

  • lesson content

  • progress updates

  • the child’s experience of tuition

Early concerns may be raised by email or through the agreed parent communication channel.

BloomStone will review the concern and respond as soon as reasonably possible.

2. Making a formal complaint

If a concern cannot be resolved informally, or if the matter is more serious, parents may make a formal complaint.

Formal complaints should be made in writing by email or through the agreed parent communication channel.

A formal complaint should include:

  • the child’s first name

  • the parent or guardian’s name

  • the date of the issue, where relevant

  • a clear description of the concern

  • any relevant lesson, payment or communication details

  • the outcome the parent is seeking, where appropriate

Formal complaints should usually be raised within 30 days of the issue arising or becoming known.

BloomStone may still review concerns raised after this time, but it may be harder to investigate or resolve matters where a significant period has passed.

3. How BloomStone responds

BloomStone will acknowledge formal complaints within 2 business days where reasonably possible.

BloomStone will then review the matter carefully. This may include reviewing lesson records, communication, payment records, policy wording or other relevant information.

BloomStone aims to provide a written response within 10 business days of acknowledging the formal complaint.

If the concern is complex or requires more time, BloomStone will explain why and provide an updated timeframe.

4. Possible outcomes

Depending on the concern, BloomStone’s response may include:

  • an explanation

  • an apology where appropriate

  • clarification of policy or communication

  • correction of an error

  • a revised arrangement

  • a rescheduled lesson where appropriate

  • a review of lesson planning or communication

  • a change to an internal process

  • referral to the relevant policy, such as the Terms & Conditions, Privacy & Cookie Notice, or Safeguarding & Online Safety Statement

BloomStone will aim to handle concerns fairly, carefully and proportionately.

5. Lesson-specific concerns

If a concern relates to a specific lesson, parents should raise it as soon as possible after the lesson.

This is especially important where the concern may affect lesson credit, payment, rescheduling or the child’s ability to continue tuition effectively.

Lesson-specific concerns are reviewed according to the relevant BloomStone policy, including the Terms & Conditions and Cancellation & Rescheduling Summary.

6. Safeguarding and online safety concerns

Safeguarding and online safety concerns are not treated as ordinary service complaints.

If a parent has a safeguarding or online safety concern relating to BloomStone tuition, they should contact BloomStone as soon as possible.

Safeguarding lead: Benjamin Smith
Safeguarding contact: hello@bloomstonetutors.com

If there is an immediate risk of harm, parents should contact the relevant local emergency service, child protection service or safeguarding authority without delay.

Safeguarding concerns will be handled according to BloomStone’s Safeguarding & Online Safety Statement.

7. Privacy or data concerns

Concerns about personal information, child data, website forms, cookies or privacy are handled according to BloomStone’s Privacy & Cookie Notice.

Parents may contact BloomStone if they wish to ask about personal information held about them or their child.

8. Confidentiality and records

Complaints and concerns will be handled carefully and, where possible, confidentially.

BloomStone may keep a written record of concerns, complaints, responses and any action taken. This helps BloomStone manage the service responsibly, review patterns where needed and meet legal, safeguarding or professional responsibilities.

Where a concern involves safeguarding, legal duties or risk of harm, BloomStone may need to share relevant information with appropriate people or authorities.

9. Accessibility and support

If a parent needs support to raise a concern because of language, accessibility or communication needs, they should let BloomStone know.

BloomStone will consider reasonable adjustments where appropriate.

10. Respectful communication

BloomStone expects concerns and complaints to be raised respectfully.

Parents can expect their concerns to be taken seriously and reviewed fairly. BloomStone also expects communication with the tutor to remain appropriate, respectful and professional.

Abusive, threatening, discriminatory or inappropriate communication may result in tuition being paused or ended, in line with BloomStone’s Terms & Conditions.

11. Service improvement

BloomStone may use concerns and complaints to improve its tuition, communication, policies and internal processes.

Raising a concern will not affect a child’s access to fair and professional support.