1. What can be raised as a complaint
A complaint may concern lesson quality, scheduling, communication, staff or teacher conduct, privacy, payments, accessibility, safeguarding, an administrative decision or another service issue. A simple request or question does not need to be treated as a formal complaint unless you want it to be.
If your concern is about immediate child safety, use the safeguarding guidance on our Child Protection page as well as contacting the academy.
2. How to submit a complaint
Use the official Quran Garden contact page. Say that the message is a complaint and provide enough information for us to identify the issue: the learner’s name, relevant dates, lesson or service, what happened and any steps already taken.
Please avoid sending unrelated sensitive information. Screenshots or records may be useful when they directly support the issue, but do not share material you are not entitled to disclose.
3. What happens after we receive it
We aim to acknowledge and review complaints within a reasonable operational timeframe. The person reviewing the matter may ask for clarification, check relevant lesson or account records, speak with the people involved and consider the academy’s policies.
The time needed depends on complexity, safety, availability of information and whether third parties are involved. We will avoid promising a fixed outcome before the relevant facts are reviewed.
4. Outcome and further review
Where appropriate, an outcome may include an explanation, correction, apology, change to arrangements, credit or refund where applicable, guidance to a learner or staff member, or another proportionate action. Not every complaint will result in the outcome requested.
If you believe an important fact was missed, explain that through the official contact route and ask for the matter to be reviewed again. Where applicable law gives you an external complaint or consumer route, this process does not remove that right.
5. Respect, confidentiality and safety
We ask everyone involved to communicate respectfully. Information about a complaint is shared only as reasonably necessary to review, respond to, document or act on the matter.
Quran Garden may take immediate protective action before a complaint review is complete if there is a credible safety risk. In an emergency, contact the appropriate local emergency service first.
