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Ages 8–11 · After-school AI clubs · Partnering with UK primary schools

Policy

Complaints Procedure

How to raise a complaint and how we will respond.

Draft — requires owner and professional review

This policy has been drafted for our pre-launch website and reflects the site's current functionality. It will be reviewed by the business owner and an appropriate professional before being finalised.

Last updated:

We want to hear from you

If you're unhappy with any aspect of AI Explorers Academy, please tell us. Complaints help us improve.

How to complain

  1. Raise it informally. Many issues can be resolved quickly by talking to your instructor or contacting us through our Contact page.
  2. Make a formal complaint. If that doesn't resolve things, contact us in writing with the details of your complaint and what you would like to happen.
  3. Acknowledgement. We aim to acknowledge formal complaints within 5 working days.
  4. Investigation and response. We aim to investigate and respond in full within 20 working days. If it will take longer, we'll explain why and keep you updated.
  5. Review. If you're unhappy with our response, you can ask for it to be reviewed by someone not involved in the original decision.

Safeguarding concerns

Concerns about a child's safety are not handled through the complaints procedure. They are dealt with immediately under our safeguarding procedures. See our Safeguarding page.

External routes

Depending on the nature of your complaint, you may also be able to contact relevant external bodies — for example, the Information Commissioner's Office for data protection concerns. Where any of our provision is registered with a childcare regulator — such as Ofsted, Care Inspectorate Wales, the Care Inspectorate in Scotland or a Health and Social Care Trust in Northern Ireland — we will publish that regulator's contact details here.

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