Complaints
We want every family, student and tutor to have a great experience with Mentorify. If something goes wrong, we want to hear about it so we can put it right quickly and fairly.
Safeguarding concerns are handled separately, and immediately
This procedure is for complaints about our service, such as lessons, tutors' teaching, communication, payments or refunds. If your concern is about a child's safety, or that an adult working with us may pose a risk to children, don't use this procedure: follow the steps on our Safeguarding page instead, which we act on the same day. Call 999 if a child is in immediate danger. Handling a complaint will never delay a safeguarding referral.
Step 1: Tell us
Most problems can be sorted out quickly. Email info@mentorify.co.uk with "Complaint" in the subject line, or use the Message Mentorify button in your account. Please include:
- your name and the student's name;
- what happened, with dates where you can (for example, the date of a lesson);
- what you would like us to do to put it right.
Step 2: We acknowledge it within 2 working days
We will confirm we have received your complaint and tell you who is looking into it. If we need more information, we will ask.
Step 3: We look into it and reply within 10 working days
We will look at everything relevant, including lesson records and reports, and speak to the tutor where appropriate. We will then write to you with what we found and what we will do. That might include an apology, a free replacement lesson, lesson credit, a refund, a new tutor, or changes to how we work. If we need more time, we will tell you why and when to expect a reply.
Step 4: If you're not happy with our reply
Reply to our response and ask for a review. The founder, Aadi Sreekanth, will look at your complaint again from the start, including anything new you send us, and give you a final response within 10 working days. If we need longer, we'll tell you why and when to expect it.
Mentorify is a small company, so if your complaint is about Aadi himself, or you're not satisfied after the review, you can use the outside options below. Using them doesn't affect any of your legal rights.
Other options
- Safeguarding: your council's Local Authority Designated Officer (LADO), children's services, or the police.
- Payments: if you paid by card, you may also be able to ask your card provider for help. For money claims, you can also use the small claims court (gov.uk/make-court-claim-for-money).
- Your personal data: if your complaint is about how we use your data and you are not happy with our response, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint.
Tutors
Tutors can raise any concern about a family, a lesson, payments or Mentorify itself in the same way, and we will follow the same steps.
Contact
Mentorify Ltd
Burbage Close, London, SE1 4EW
Email: info@mentorify.co.uk