Complaints Policy — Unity Growth Hub

1. Our Commitment

Unity Growth Hub is committed to delivering high-quality tutoring and a positive experience for all learners and their families. We take complaints seriously and aim to resolve all concerns fairly, promptly, and professionally.

We view every complaint as an opportunity to improve. We will not treat a complainant less favourably as a result of raising a concern.

2. Who Can Complain

Parents or guardians of students enrolled in any Unity Growth Hub programme
Adult learners accessing our programmes directly
Any person who has received a service from Unity Growth Hub

3. What This Policy Covers

The quality or delivery of tutoring sessions
The conduct or behaviour of a tutor or staff member
Administrative or communication issues
Billing, refunds, or cancellation disputes
Concerns about our website or digital platforms

This policy does not apply to safeguarding concerns, which must be handled under our Child Protection & Safeguarding Statement.

4. Stage 1 — Informal Resolution

Contact us by WhatsApp on 07468 898152 or by email at info@unitygrowthhub.com
Clearly explain the nature of your concern and the outcome you are seeking
We will acknowledge your concern within 5 working days and aim to resolve it within 7 working days

5. Stage 2 — Formal Complaint

If your concern has not been resolved informally, please submit your complaint in writing by email to info@unitygrowthhub.com with the subject line "Formal Complaint".

Your written complaint should include:

Your full name and contact details
The name of the student (if applicable)
A clear description of the complaint and the dates involved
Any steps already taken to resolve the matter informally
The outcome you are seeking

We will acknowledge formal complaints in writing within 5 working days and provide a full written response within 14 working days. Where a more complex investigation is required, we will notify you of the expected timescale.

6. Stage 3 — Review

If you remain dissatisfied following the formal response, you may request a review by writing to us within 10 working days of receiving the Stage 2 outcome. A review will be conducted by a senior member of Unity Growth Hub not previously involved in the complaint, and a final written response will be provided within 14 working days.

7. Confidentiality & Record Keeping

All complaints will be handled with confidentiality and in accordance with our Privacy Policy and GDPR obligations. We will keep a record of all complaints and outcomes for a minimum of three years.

8. Unreasonable or Persistent Complaints

Unity Growth Hub reserves the right to decline to investigate a complaint where it is found to be vexatious, abusive, or where the matter has already been fully investigated and a final response provided.

9. Policy Review

This Complaints Policy will be reviewed annually.

10. Contact

Email: info@unitygrowthhub.com