At Future Stars Tuition, every complaint is taken seriously and investigated thoroughly, so we can put things right and reduce the chance of the same issue happening again. We follow the Department for Education's Out-of-School Settings safeguarding guidance across everything we do, including how we handle concerns and complaints.
How to make a complaint
You can raise a complaint with us in any of the following ways:
- Speak to your session's tutor or Designated Safeguarding Lead directly
- Email Shabsrahman.certify@gmail.com
- Write to us at: Future Stars Tuition, c/o Innovation Lab Consultancy Ltd, 71-75 Shelton Street, London, Greater London, United Kingdom, WC2H 9JQ
What to include
To help us look into your complaint quickly, please tell us:
- What happened, as specifically as you can
- What outcome you're hoping for
- Any relevant dates, session details, or previous correspondence
- The name of the tutor or staff member involved, if known
What happens next
We'll acknowledge your complaint within 3 working days. Where we can't complete a full investigation straight away, we'll send an interim update explaining what's being done and by when. Every complaint is investigated fully, including speaking with anyone involved, and you'll be told the outcome and any action taken as a result, normally within 30 days of your complaint being received.
If your concern relates to the safety or welfare of a child, rather than the standard of service, please refer to our Child Safeguarding policy instead. This is handled as a safeguarding matter, not a service complaint.