Complaints Procedure

Our Customer Service Approach

  • We take all complaints seriously
  • We attempt to remedy complaints as soon as possible to the reasonable satisfaction of our users
  • We will not tolerate abusive or aggressive behaviour to staff or other users

Complaints Procedure

1.1 Complaints made by Users should be communicated in writing by email to either contact@plytime.com or your nominated account manager, providing as much information as possible to enable us to investigate.  PLYTIME Learning will use best endeavours to resolve the complaint as soon as possible to the satisfaction of all concerned, in accordance with these terms and conditions

1.2 Where Complaints relate to the quality of a service provided by PLYTIME Learning, the complaint should be made as soon as possible, but within 72 hours of the provision of the service in question.   PLYTIME Learning will investigate the complaint and reply in writing by email within 48 hours.

1.3 If a parent or student is unhappy with the service provided by their Tutor, they have the right to be assigned an alternative tutor. Please contact us as soon as possible, letting us know what your concern is so that we can improve the service in future, and we will make the necessary arrangements.

1.4 Should PLYTIME Learning inform a Tutor of a Student’s complaint about their service, the Tutor will respond in writing by email within 48 hours to agree or dispute the claim. Based on the individual circumstances of each complaint PLYTIME Learning will determine the appropriate resolution and communicate it to the concerned parties.

1.5 Should a complaint come from a Tutor in relation to feedback provided by a Student, or the behaviour of a student or parent, PLYTIME Learning will investigate the complaint and reply to the Tutor in writing by email within 48 hours. If in PLYTIME Learning’s opinion the complaint should be upheld the feedback and associated feedback and score will be removed.

1.6  In keeping with the PLYTIME Malpractice and Whistleblowing Policy, where an individual wishes to make a complaint they should do so without fear of reprisal.  The Company will treat all such complaints in a confidential and sensitive manner.  The identity of the individual making the allegation will be kept confidential so long as it does not hinder or frustrate any investigation. However, the investigation process may have to reveal the source of the information and the individual making the complaint may need to provide a statement as part of the evidence required.