Reporting and complaints
Tell us what happened.
We will take it seriously.
Use the route below for service complaints, conduct concerns, privacy questions and safeguarding reports.
Immediate danger
If someone is in immediate danger, call 999. Do not wait for a website response.
Safeguarding concern
Use the contact route shown in our Safeguarding Policy. Include only the information needed to explain the concern. Do not confront a person where doing so could increase risk.
Making a complaint
Use the contact page and describe what happened, when it happened, the account or service involved and the outcome you are seeking. Include supporting screenshots only where they do not unnecessarily expose a child’s information.
What happens next
We will acknowledge the report, assess its urgency, restrict access or preserve relevant records where necessary, investigate fairly and provide an outcome or progress update. Complex or safeguarding matters may take longer and may limit what we can disclose.
Reviewing an outcome
If you believe important information was missed, reply with the reason and ask for a review. Where possible, the review will be considered separately from the original decision.
Privacy and external routes
Reports are shared only with people who need to respond, subject to safety and legal duties. Privacy complaints may also be raised with the UK Information Commissioner’s Office. Consumer disputes may have additional statutory routes.
No disadvantage for speaking up
A genuine concern raised respectfully will not disadvantage a learner. Deliberately false, abusive or malicious reports may be managed under the Code of Conduct.