Complaints

For anything about your child's classes, fees, or the information the Maktab holds about them, speak to your Maktab first. They hold the records and they make the decisions; we run the software for them. They can almost always resolve it faster than we can.

If your complaint is about the software itself, or about how we have handled information we hold in our own right, come to us directly.

Send us a message and say that it is a complaint, so it is routed properly rather than treated as an enquiry. Tell us what happened, when, and what you would like us to do about it. If it concerns personal information, tell us whose.

We will acknowledge your complaint within 30 days, which is the period UK data protection law requires of us.

In practice we aim to reply properly rather than just acknowledge, and to do it much sooner than that. If a complaint needs longer — because it involves a Maktab's own records, or something technical we need to investigate — we will tell you that and keep you updated rather than go quiet.

We will tell you what we found, what we are doing about it, and whether anything changes as a result.

For anything about personal information, you can complain to the Information Commissioner's Office, the UK's data protection regulator, at ico.org.uk. You can do that at any time, and you do not need our permission or our agreement.

We are not a member of any alternative dispute resolution scheme, and we are not required to be. If that ever changes, this page will say so.