Legal

Complaints Procedure

Last updated: 15 July 2026

Related: Privacy Policy · Safeguarding · Contact

We want to put things right when something goes wrong. You can complain directly to us — you do not have to go to a regulator first.

How to complain

Use whichever channel is easiest:

Please include your name, how we can reach you, and a clear description of what went wrong.

What happens next

  1. We acknowledge your complaint. For data-protection complaints we will acknowledge within 30 days at the latest. We aim to acknowledge service complaints much sooner — typically within a few working days.
  2. We investigate without undue delay and may ask you for more information.
  3. We tell you the outcome and what (if anything) we will change.

Three routes — use the right one

(a) Service complaints

Scheduling, tutoring quality, billing, refunds, or the tutor match. Contact info@thelearningmaths.com or WhatsApp. Our satisfaction and tutor-change guarantee is set out in our Terms of Service.

(b) Data-protection complaints

How we handle personal data (access, correction, deletion, cookies, international transfers). Email info@thelearningmaths.com with the subject line “Data request” or “Data complaint”. See our Privacy & Cookie Policy.

If you are not satisfied after complaining to us, you can escalate to the UK Information Commissioner's Office (ICO). Families in Australia or Canada may also contact their own privacy regulator (for example the OAIC in Australia, or the OPC / provincial commissioner in Canada).

(c) Safeguarding concerns

Anything about a child's safety or a tutor's conduct with a student goes straight to the Designated Safeguarding Lead — not through the tutor, and not only to the general inbox if you can help it:

Full detail: Safeguarding & Child Protection Policy.

Company details

THE LEARNING MATHS LTD · Company No. 16511724 · Registered in England and Wales · 124 City Road, London, United Kingdom, EC1V 2NX

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