Complaints Policy

Last updated: 1 October 2026

1. Purpose of this policy

Middlesbrough Music Academy Limited, trading as Middlesbrough Music Academy, aims to provide high-quality music tuition in a professional, respectful and supportive environment.

We recognise that, from time to time, students, parents, guardians or others may have concerns or complaints.

This policy explains how concerns and complaints can be raised, how we will handle them and what you can expect from us.

We aim to resolve complaints fairly, promptly and constructively and to learn from them where improvements can be made.

2. What this policy covers

This policy can be used for complaints concerning:

• lesson quality;
• tutor conduct;
• communication;
• bookings and scheduling;
• payments or charges;
• cancellation arrangements;
• facilities or teaching rooms;
• customer service;
• accessibility;
• website or administration issues;
• any other concern about a service provided by Middlesbrough Music Academy.

Safeguarding concerns

Safeguarding concerns are dealt with under our Safeguarding Policy and should not be delayed by the complaints process.

If you are concerned that a child or an adult who may be at risk has been harmed or may be at risk of harm, please contact:

Designated Safeguarding Lead
Chris Meek
Email: chris@middlesbroughmusicacademy.co.uk
Telephone: 0800 246 5099

If the concern relates to Chris Meek, or it would otherwise be inappropriate to report the matter to him, please contact:

Alternative Safeguarding Contact
Stephen Wetherell
Email: stephen@middlesbroughmusicacademy.co.uk

If someone is in immediate danger, call 999.

3. Our approach to complaints

When dealing with a complaint, we will aim to:

• treat everyone fairly and respectfully;
• listen carefully to the concern;
• consider the available facts;
• give relevant people an appropriate opportunity to explain what happened;
• respond professionally;
• keep appropriate records;
• handle information sensitively;
• take reasonable steps to resolve the issue;
• identify improvements where appropriate.

We ask that anyone raising a concern also communicates respectfully and gives us a reasonable opportunity to investigate and respond.

4. Raising a concern informally

Many concerns can be resolved quickly without a formal complaints process.

If something has gone wrong, we encourage you to contact us as soon as reasonably possible. We may be able to explain what happened, correct a mistake, resolve a misunderstanding or make appropriate arrangements straight away.

You can contact us by:

Telephone: 0800 246 5099
Email: contact@middlesbroughmusicacademy.co.uk

Where appropriate, we may discuss the matter with the relevant tutor or member of staff before responding.

You do not have to attempt informal resolution before making a formal complaint if you do not feel it is appropriate.

5. Making a formal complaint

If a concern cannot be resolved informally, or you would prefer the matter to be considered formally, please make your complaint in writing.

Formal complaints should be sent to:

contact@middlesbroughmusicacademy.co.uk

Where possible, please include:

• your name;
• the student's name, where relevant;
• your contact details;
• the date or approximate date of the issue;
• the tutor, lesson or service involved;
• a clear description of what happened;
• any relevant supporting information;
• what you would like us to consider as a resolution.

You do not need to use a particular form or format to make a complaint.

6. Acknowledging your complaint

We will normally acknowledge a formal complaint within 5 working days.

Where a complaint involves an urgent safety, safeguarding or serious conduct concern, we will consider whether immediate action is required rather than waiting for the normal complaints process.

7. Investigating a complaint

We will consider the complaint fairly and proportionately.

Depending on the circumstances, this may include:

• speaking with the person making the complaint;
• speaking with the tutor, member of staff or contractor concerned;
• reviewing lesson, attendance or booking information;
• reviewing relevant communications;
• reviewing payment or transaction records;
• considering applicable academy policies or Terms of Tuition;
• seeking additional information where necessary.

We will aim to provide a written response within 15 working days of acknowledging a formal complaint.

Some complaints may require additional time, particularly where several people need to be spoken to or specialist or external advice is required.

If we cannot provide a full response within this period, we will explain the reason for the delay and provide an updated timescale.

8. Possible outcomes

The appropriate outcome will depend on the circumstances of the complaint.

It may include:

• an explanation;
• an apology where appropriate;
• correction of an error;
• rearrangement of a lesson;
• a lesson credit where appropriate;
• a refund or partial refund where appropriate;
• review of a charge;
• additional guidance or training;
• changes to lesson arrangements;
• changes to an internal process or procedure;
• safeguarding or disciplinary action where appropriate;
• no further action where the complaint is not upheld.

Any financial remedy will take account of the circumstances, applicable consumer rights and our Terms of Tuition.

9. Requesting a review

If you are dissatisfied with the outcome of a formal complaint, you may ask us to review the decision.

We ask that review requests are normally made within 10 working days of receiving our response and explain why you believe the complaint or relevant information has not been adequately considered.

Where reasonably possible, the review will be carried out by someone who was not responsible for the original decision.

We will aim to provide our final response within 15 working days of receiving the review request.

If additional time is reasonably required, we will explain this and provide an updated timescale.

The review will normally conclude Middlesbrough Music Academy's internal complaints process.

10. Complaints concerning tutors

Tutors working with Middlesbrough Music Academy may be employees or self-employed contractors.

Regardless of their contractual status, tutors providing lessons through Middlesbrough Music Academy are expected to meet our professional and safeguarding standards.

Where a complaint concerns a tutor, we may discuss the complaint with them and consider whether action is appropriate.

Depending on the circumstances, this could include:

• feedback or guidance;
• additional training;
• changes to lesson arrangements;
• monitoring or additional support;
• suspension from providing lessons through the academy while serious concerns are considered;
• termination of their arrangement with the academy.

Where a complaint raises a safeguarding concern, the safeguarding aspects will be dealt with under our Safeguarding Policy.

11. Discrimination, accessibility and reasonable adjustments

Middlesbrough Music Academy aims to treat students, parents, guardians, tutors, staff and visitors fairly and respectfully.

Complaints relating to discrimination, accessibility or reasonable adjustments will be taken seriously.

We will consider the circumstances of the individual and what steps are reasonable and appropriate.

Where appropriate, we will make reasonable adjustments to the complaints process itself so that someone is not prevented from raising or pursuing a complaint because of a disability or accessibility requirement.

12. Confidentiality

Complaints will be handled sensitively.

Information will normally only be shared with people who reasonably need it in order to investigate, respond to or resolve the matter.

This may include relevant tutors, staff, contractors, safeguarding professionals, insurers, payment providers, professional advisers or other appropriate parties.

We cannot promise absolute confidentiality where information needs to be shared because of safeguarding, safety, legal or regulatory obligations.

13. Records and data protection

We will maintain appropriate records of formal complaints.

These may include:

• the nature of the complaint;
• relevant dates;
• people involved;
• information and evidence considered;
• steps taken;
• decisions and outcomes;
• any follow-up action.

Complaint records will be stored securely and retained only for as long as reasonably necessary, taking account of legal, safeguarding, insurance and business requirements.

Personal information relating to complaints will be handled in accordance with our Privacy Policy.

14. Unreasonable, abusive or threatening behaviour

We will consider genuine complaints fairly, including complaints that are critical of Middlesbrough Music Academy or its staff or tutors.

However, we do not expect anyone involved in the complaints process to tolerate abusive, threatening, discriminatory, harassing or intimidating behaviour.

Where communication becomes unreasonable or persistently repetitive after a matter has been fully considered, we may take proportionate steps to manage further contact.

This may include:

• asking for future communication to be made in writing;
• nominating a particular person as the point of contact;
• limiting communication to a particular channel;
• setting reasonable boundaries around the frequency of contact;
• declining to continue repetitive correspondence where the complaint and review process has been completed and no materially new information has been provided.

Any restrictions will be proportionate and will not be used to prevent genuine new concerns, safeguarding matters or relevant new information from being considered.

15. Consumer rights and external routes

Nothing in this Complaints Policy affects any rights or remedies you may have under applicable consumer law.

Using our complaints procedure does not prevent you from seeking independent advice or using any external dispute resolution, regulatory, legal or other route available to you.

Safeguarding concerns may be reported directly to the appropriate safeguarding authority regardless of whether a complaint has been made under this policy.

16. Contact details

Middlesbrough Music Academy Limited
Trading as Middlesbrough Music Academy

Suite 5b, South Bank
Cargo Fleet Business Centre
Cargo Fleet Offices, Middlesbrough Road
Cargo Fleet
Middlesbrough
TS6 6XH

Telephone: 0800 246 5099
Email: contact@middlesbroughmusicacademy.co.uk

Safeguarding

Designated Safeguarding Lead: Chris Meek
Email: chris@middlesbroughmusicacademy.co.uk
Telephone: 0800 246 5099

Alternative Safeguarding Contact: Stephen Wetherell
Email: stephen@middlesbroughmusicacademy.co.uk

17. Review of this policy

We may update this policy where our services, procedures or relevant requirements change.

The current version will be published on the Middlesbrough Music Academy website with the date of the latest update shown at the top.