7. COMPLAINTS & DISPUTE RESOLUTION POLICY
7.1 Purpose
This Policy sets out how My Tutor Quest Ltd (“the Company”) manages complaints and disputes from any user (“you”, “your”) of www.mytutorquest.com (“the Website”).
7.2 Principles
The Company handles all valid complaints based on:
(a) Fairness – impartial and transparent investigation;
(b) Confidentiality – information shared only as necessary;
(c) Promptness – resolution within reasonable time frames;
(d) Compliance – adherence to UK consumer and dispute-resolution laws.
7.3 Submitting a Complaint
(a) All complaints must be made in writing to contact@mytutorquest.com.
(b) Include your name, account email, details of the issue, supporting evidence, and desired outcome.
(c) Anonymous complaints will only be investigated if they raise safeguarding or criminal concerns.
7.4 Handling Procedure
(a) Acknowledge within 5 working days.
(b) Investigate and, if needed, request further details.
(c) Provide a written response within 14 working days where possible.
(d) Escalate serious matters (e.g., safeguarding or financial fraud) to the relevant authorities.
7.5 Resolution Outcomes
The Company may:
(a) Issue clarification or explanation;
(b) Provide a refund (only for verified technical errors);
(c) Suspend or terminate user accounts;
(d) Refer matters to law enforcement; or
(e) Take no further action where a complaint is unsubstantiated.
7.6 Dispute Resolution
If unsatisfied after the internal review, you may request escalation to a senior compliance officer.
Afterward, you may seek mediation through an Alternative Dispute Resolution (ADR) provider.
7.7 Record Keeping
All complaints are logged and retained securely for up to six (6) years.