Concerns & complaints
If you are unhappy about an aspect of tuition or Alternative Provision, please tell us. Start with what happened, how it has affected you and what you would like us to consider.
Contact Beyond EducationGet in touch
You can phone the office or email enquiries@beyondeducationtutoring.com. Say that you would like to raise a concern or make a complaint, and give a safe way to contact you. Tell us whether it relates to tuition, Alternative Provision or another part of the service.
A brief account of the issue, relevant dates and any earlier conversations will help the team direct it. Please avoid sending confidential pupil records or information about other children in an initial email. Ask how any necessary supporting documents should be shared.
Ask about the next steps
Ask for the current complaints procedure, the person who will handle your concern and when you should expect a reply. If you have already raised the issue, include that information and explain what remains unresolved.
The formal procedure should explain acknowledgement and response times, how a decision is communicated and what review or escalation is available. The approved BE document will be available in the policy library. This page does not set new response times or replace that procedure.
If the concern involves a senior member of staff
Make clear if your concern involves the person you would normally contact, a safeguarding lead or a director. Ask for the appropriate alternative contact under the complaints procedure. You should not have to rely on the person your concern is about to identify an external safeguarding route.
For an AP placement, you can also contact the school or local-authority officer responsible for commissioning the placement. Ask about the procedure relevant to their responsibilities. A concern about a council decision may need the council’s own complaints route.
A safeguarding concern needs a different route
If a child may be at risk of harm, use the safeguarding contacts immediately. You do not need to complete an informal complaints stage or wait for a response before contacting children’s services. Call 999 if someone is in immediate danger.
For a question about your personal information, use the privacy contact route. If you need help explaining a complaint, tell the office what communication support or alternative format would make the process easier.
Your questions, answered.
Do I have to use the website form?
No. You can contact the office by phone or email. A phone conversation may help explain the issue, and you can ask how to provide a written account or any necessary documents.
How quickly will I receive a response?
Ask the office to confirm the timescale under the current complaints procedure. The review website does not publish a response-time promise before BE has approved it.
Can a young person raise a concern?
A young person can speak to a trusted member of staff or ask for help contacting the office. If the concern is about safety, use the safeguarding route. Explain if a different way of communicating would help.
What if I am still unhappy after a response?
Ask for the next review or escalation step in the approved procedure. For a commissioned AP placement, you can also speak to the responsible school or local-authority contact about their role.
Talk to the office
Explain the issue and ask for the appropriate person and current procedure.