At The Online School UK, we strive to create a happy, healthy, and supportive learning environment for every student. We encourage students and families to share their concerns so that we can address them promptly and effectively.

1. Raising an Initial Concern

Student Feedback: If a student has an issue, they are encouraged to raise it through the after-lesson surveys, clearly outlining what the issue is. Alternatively, they can directly private message their Happiness Manager, explaining what happened and what could help them feel better.

Response Time: Once an issue is raised, the team will review the concern and will be allowed up to 3 weeks to make the necessary adjustments and changes to ensure the learning environment is improved for the student.

2. Escalating a Complaint

If, after the adjustments are made, the family is still dissatisfied with the resolution:

Message Board: The family can escalate the issue by selecting the Complaints option
on their message board.

Direct Email: Families can also email info@theonlineschool.uk with the subject line
“Complaint”, providing a clear explanation of what has happened.

3. Acknowledgment and Response Time

Acknowledgment: The complaint will be acknowledged by the team within 1 business day of receiving it.

Operating Hours: The Online School UK operates Monday to Thursday. Emails received on a Thursday afternoon or evening will be replied to on the following Monday.

4. Investigation and Resolution

Additional Information: In some cases, we may ask for more information to fully understand the situation.

Thorough Investigation: The team will conduct a thorough investigation, aiming to resolve the matter amicably within 2 weeks of receiving the formal complaint.