Complaints Procedure

This Complaints Procedure explains how parents and carers can raise a service complaint about StarLiz Academy.

Preferred commercial stance pending solicitor review — published service targets, not guaranteed outcomes or remedies.

It covers platform access, subscriptions, Short Learning bookings, billing administration and customer support quality.

It does not replace school complaints procedures for school-controlled Day School matters, and it does not replace safeguarding reporting.

Email [email protected] with your account email, a clear description of the issue, and any booking or subscription references.

Accessibility barriers may also be reported under the Accessibility Statement; service complaints that are not accessibility barriers use this procedure.

Booking cancellations remain free of cancellation fees regardless of complaint outcome.

Acknowledge ordinary complaints within 2 working days of receipt.

Provide a substantive response to ordinary complaints within 10 working days of receipt.

Complex or escalated complaints: target a resolution or clear progress update within 20 working days; if still open at day 10, send an interim update.

Urgent account-access or payment-blocking issues that prevent use of a paid service: acknowledge within 1 working day.

Working days means Monday to Friday, excluding UK bank holidays.

These timelines are service targets. They do not guarantee a particular financial outcome, refund, human-tutor assignment, or change to subscription terms.

Child welfare and safeguarding concerns are outside ordinary complaint SLAs. Email [email protected] immediately, or contact emergency services if there is immediate danger. Do not wait for complaint acknowledgement timelines.

Day School issues that are school-controlled may be referred to the partner school; StarLiz acknowledges receipt and explains routing.

Detailed safeguarding role wording remains subject to focused DSL and legal review in the Safeguarding and Child Protection Policy.

Unresolved complaints may be escalated from Support to Platform Admin.

Support may recommend goodwill or other remedies where relevant; financial refund decisions follow the Refund Policy and remain Platform Admin / Owner discretion where applicable.

Contact [email protected]. For child welfare concerns use [email protected].