Complaints Procedure

1. Our Commitment to You At Bryant Education Pathways (BEP), we pride ourselves on delivering a premium, evidence-led consultancy and tutoring service. We exist to provide clarity and calm to families. However, we recognise that occasionally, misunderstandings can occur or expectations may not be met. If you are dissatisfied with any aspect of our service, we want to hear from you so we can put it right. Please note: Complaints can only be formally raised by the parent or guardian named on the active booking or contract.

2. How to Raise a Concern (Informal Stage) Many issues can be resolved quickly through clear communication. If your concern relates to a specific Precision Tutoring session (e.g., scheduling issues or lesson pacing) or a query regarding your Pathway Report, we ask that you email us first to discuss it informally.

3. How to Make a Formal Complaint If your issue cannot be resolved informally, or if it relates to a more serious service failure, please submit a formal complaint in writing to the Director, Harry Bryant.

  • Email: enquiries@bryanteducationpathways.com (Please use the subject line: Formal Complaint - [Child’s Name])

  • Include: A clear description of the issue, the date(s) it occurred, the names of any tutors involved, and the specific outcome or resolution you are seeking.

4. Our Investigation Process and Timelines Once we receive a formal complaint, we will follow this strict procedure:

  • Acknowledgement: We will acknowledge receipt of your complaint in writing within 2 working days.

  • Investigation: The Director will review all relevant data, including Google Meet logs, Atom Learning diagnostic data, tutor milestone notes, and any correspondence.

  • Resolution: We will provide a formal, written response detailing our findings and our proposed resolution within 14 working days of the acknowledgement.

5. Final Appeal (Escalation) We aim to resolve all complaints fairly at the Resolution stage. However, if you remain dissatisfied with the outcome, you may request a Final Review within 7 days of receiving our response. The Director will review the case one final time and issue a Final Decision within 7 working days. After this point, our internal complaints procedure is exhausted.

6. Safeguarding and Whistleblowing Please note: This procedure is for commercial and service-level complaints. If your concern involves the safety or welfare of a child, or the conduct of a tutor regarding a child, please bypass this process and immediately refer to our Safeguarding & Online Safety Policy. Contact our Designated Safeguarding Lead (Harry Bryant) immediately.

7. Zero Tolerance Policy While we understand that educational pathways are highly emotive for parents, BEP enforces a strict zero-tolerance policy toward abusive, aggressive, or threatening behaviour towards our staff or tutors. As outlined in our Terms of Service, we reserve the right to terminate contracts immediately, without refund, if this policy is breached during a complaint process.

8. Record Keeping All formal complaints, along with their investigation notes and outcomes, are kept on a secure, confidential file for 3 years to monitor our service quality and comply with our internal governance, in accordance with our Privacy Policy.