Tutora Complaints Procedure

Last updated: 6 August 2026

We want every family using Tutora to have a good experience. Sometimes things go wrong — a lesson doesn't go as expected, a booking or payment isn't right, or you're simply unhappy with the service. This procedure explains how to raise an ordinary complaint and what you can expect from us.

  • Provider: Tutora, trading name of Tutora Tutoring Ltd, a company registered in England and Wales, company number 17402829, registered office 217 Charlton Road, Harrow, England, HA3 9HT.
  • Contact: tutoratutoringltd@gmail.com

1. What this procedure covers

This procedure is for general service complaints — for example:

  • A lesson that didn't go as expected, or concerns about a tutor's teaching or reliability
  • A problem with a booking, your account, or the platform itself
  • A billing or payment issue, or a disagreement about a charge, cancellation or refund
  • The way we've communicated with you or handled a previous request
  • Anything else about the Tutora service you're unhappy with

What this procedure does NOT cover

  • Safeguarding or child-protection concerns. If you are worried about a child's safety or a tutor's conduct towards a child, do not use this procedure. Please follow our Safeguarding Policy instead, which sets out a faster, dedicated route straight to the founders. If a child is in immediate danger, contact emergency services (999) first. When in doubt, treat it as a safeguarding matter — we would always rather you did.
  • Cancellation and refund entitlements. Whether a refund or cancellation is due is governed by your legal rights and by our Terms and Conditions (see sections 3 and 4). This procedure is how you raise a dispute about how a cancellation or refund has been handled — but the underlying entitlement is decided by the Terms and by consumer law, not by this document.

2. Step 1 — Talk to us first (informal)

Most problems are quickest to fix informally. Please get in touch as soon as you can, while the details are fresh:

  • Email: tutoratutoringltd@gmail.com
  • Please put "Complaint" in the subject line so we can spot it and prioritise it.

We aim to acknowledge your message within 3–5 working days and to resolve straightforward issues within 10 working days. Many concerns — a one-off lesson problem, a booking mix-up, a small billing correction — can be sorted out at this stage without anything more formal.

If we need longer (for example, because we need to speak to the tutor involved), we'll tell you and give you a realistic timeframe.

3. Step 2 — Make a formal written complaint

If the informal route hasn't resolved things, or your complaint is more serious, you can ask us to treat it as a formal complaint. Send this in writing to tutoratutoringltd@gmail.com with "Formal Complaint" in the subject line.

To help us investigate quickly and fairly, please include:

  • Your name and the email address linked to your Tutora account
  • The child's first name and the relevant tutor's name (if the complaint relates to a specific tutor or lesson)
  • The date(s) of the lesson(s), booking(s) or payment(s) involved
  • What happened — a clear description of the problem, in the order it happened
  • What has been done so far — including anything discussed at Step 1
  • What you'd like to happen to put things right (for example, a replacement lesson, a refund, or a change in how something is handled)
  • Any supporting information — booking references, screenshots, or copies of messages

You do not need to use any special form or wording. If you'd find it easier to explain by phone or need any adjustments to raise your complaint, let us know and we'll do our best to help.

What happens next

  1. Acknowledge — we'll confirm we've received your formal complaint, normally within 3–5 working days.
  2. Investigate — a member of the Tutora team who was not directly involved will look into it. This may include reviewing your account and booking history and speaking to the tutor concerned.
  3. Respond — we'll aim to send you a full written response within 20 working days of acknowledging your complaint. If the matter is complex and we need longer, we'll write to explain why and give you a revised date.
  4. Outcome — our response will explain our findings, our decision, and what (if anything) we'll do to put things right.

4. Step 3 — Escalation (final review)

If you've received our formal response and remain unhappy, you can ask for a final review. Reply to our response (or email tutoratutoringltd@gmail.com) within 20 working days, explaining what you feel is unresolved and why. We'll acknowledge your escalation within 3–5 working days.

A founder / director of Tutora who has not previously handled your complaint will review the matter afresh and send you a final written response, normally within 30 working days of your escalation. If we need longer for a genuinely complex matter, we'll write to explain why and give you a revised date. This is the last stage of our internal procedure.

5. Alternative Dispute Resolution (ADR)

If you have been through our internal procedure and we haven't been able to resolve your complaint to your satisfaction, you may be able to refer it to an independent Alternative Dispute Resolution (ADR) provider. ADR is a way of settling disputes without going to court, using an impartial third party.

  • We are not currently a member of an ADR scheme, and we are not obliged to use one. We are telling you plainly rather than leaving it unsaid. If we sign up to a scheme we will name it here, and point you to it whenever we cannot resolve a complaint internally.
  • Using ADR is voluntary for both sides, and it does not affect your legal rights or your right to take the matter to court.
  • You would normally need to have completed our internal complaints procedure (Steps 1–3 above) before approaching an ADR provider.
  • If at that point we are not (yet) a member of an ADR scheme, we will tell you so and confirm whether we are willing to use ADR for your complaint.

In the meantime — free, independent help: whatever stage you are at, you can get free, confidential advice on your consumer rights from the Citizens Advice consumer service (the official statutory signpost) at www.citizensadvice.org.uk/consumer or by phone on 0808 223 1133.

Nothing in this procedure limits your statutory rights as a consumer, including any rights you have under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

6. How complaints relate to cancellations and refunds

If your complaint is about a cancellation, no-show, or refund, please note:

  • Whether a refund or cancellation is due is determined by our Terms and Conditions (sections 3 and 4) and by your rights under consumer law — not by this procedure.
  • How we've applied those terms in your case, or how we've handled the request, can be raised as a complaint here if you think we've got it wrong.

In other words: the Terms decide what you're entitled to; this procedure is how you challenge the way we've handled it. Card payments are processed by Stripe; if you paid by card you may also have separate rights through your card provider.

7. Our commitment

  • We treat every complaint seriously, confidentially, and without any disadvantage to you or your child for having raised it.
  • We handle complaints in line with our Privacy Policy and keep a record of complaints and their outcomes so we can learn from them and improve the service.
  • We'll always be honest with you about what we can and can't do.

8. Contact

To raise a complaint, or if you have questions about this procedure: tutoratutoringltd@gmail.com

Please remember: safeguarding or child-safety concerns should go through our Safeguarding Policy, not this procedure.