Complaints Procedure
If something has gone wrong, we want to know. Most problems are sorted out quickly with a single email, and telling us gives us the chance to put it right.
If your concern is about a child’s safety
Do not use this procedure. Contact us immediately at info@smartmonies.co.uk and see our Safeguarding page. Safeguarding concerns are handled straight away, not through the stages below. If a child is in immediate danger, call 999.
How to complain
Email info@smartmonies.co.uk with “Complaint” in the subject line. It helps if you can tell us:
- What happened, and roughly when
- Which class or order it relates to, if any
- What you would like us to do about it
What happens next
- We acknowledge it within 2 working days. You will know your complaint has reached a person, not a queue.
- We look into it and reply within 10 working days. That usually means speaking to the teacher involved and reviewing our records. If it is complicated and will take longer, we will tell you why and give you a new date.
- If you are not satisfied, ask for a review. Reply to our response and a director will look at it afresh, coming back to you within 10 working days. That is our final answer.
If you are still unhappy
You have options beyond us:
- About your data — the Information Commissioner’s Office at ico.org.uk
- About a purchase — Citizens Advice consumer helpline on 0808 223 1133
- About payment — your card provider may offer a chargeback route
How we handle complaints
We keep a record of every complaint and what we did about it, so we can spot patterns and fix the underlying cause rather than the symptom. Complaining will never affect the quality of teaching your child receives, or your ability to book with us.