KlaraLearn legal
Complaints Policy
Version 1.0 · Effective 21 October 2026
We reply to every complaint within 2 working days and aim to resolve it within 14 days. This policy applies to parents and tutors.
Safety concerns about a child are not handled as complaints. Report them straight away using “Report a concern” in the app, or by emailing support@klaralearn.com with “Safeguarding” in the subject. If a child is in immediate danger, call 999. See the Safeguarding Policy.
How to make a complaint
Email support@klaralearn.com with “Complaint” in the subject. Please tell us:
- your name and the email address on your account
- the lesson date and tutor, if it’s about a lesson
- what happened
- what you would like us to do to put it right
What happens next
- We acknowledge your complaint within 2 working days.
- Stage 1: we investigate. A member of our team looks into what happened. This may include checking the booking, messages and, where relevant, the lesson recording or transcript. We send you a written response within 14 days.
- Stage 2: review. If you’re unhappy with our Stage 1 response, reply within 14 days asking for a review. One of our founders who wasn’t involved will review it and respond within 14 days. This is our final response.
If we need more time because a complaint is complex, we’ll tell you why and when to expect our reply.
Complaints about a tutor
We share the details of your complaint with the tutor, without your contact details, so they can respond. Complaints may lead to a tutor being paused or removed.
If you’re still unhappy
- For advice about your consumer rights, contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.
- For concerns about how we handle your personal information, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. Our Privacy Notice explains the information we hold.
What we record
We keep a record of each complaint, how it was resolved, and any changes we made as a result, for 3 years after it is closed. We use complaints to improve KlaraLearn.