A-Level Exam Mastery ("AEM", "we", "us") is committed to providing a high standard of service. If something falls short, we want to know — and we want to put it right. This policy explains what counts as a complaint, how to raise one, and what happens next.
This policy covers complaints about the quality or delivery of our service — for example: a workshop that did not run as scheduled, a facilitator concern unrelated to safeguarding, a billing or refund issue, or dissatisfaction with how a previous query was handled.
If your concern relates to a student's safety, wellbeing, or the conduct of a facilitator or another student towards a child, please use our Report a Concern process instead, which is handled under our Safeguarding Policy and Child Protection Policy. Safeguarding concerns are always treated as a priority and are not subject to the timeframes below.
A complaint is any expression of dissatisfaction — from a student, parent, or guardian — where you feel the service has not been delivered to a satisfactory standard. This includes (without limitation):
Complaints can be raised via:
Please include: your name, the student's name (if different), the subscription plan or session affected, the date(s) involved, what happened, and how you would like it resolved. If you would prefer to explain your complaint verbally rather than in writing, let us know and we will arrange this and record it on your behalf.
Every complaint is logged with a reference number and reviewed as part of how we monitor and improve our service. There are three stages:
We will acknowledge receipt of your complaint within 2 working days, confirm your reference number, and let you know who is reviewing it.
We will look into the complaint, which may include reviewing session recordings, billing records, or speaking with the facilitator concerned. We aim to complete this within 10 working days of acknowledgement. If a complaint is complex and requires longer, we will tell you why and give a revised timeframe.
We will write to you with the outcome of our review, any action we are taking as a result, and — where applicable — any remedy offered (for example, a refund, a replacement session, or a change to how a cohort is run). Where a complaint identifies a pattern affecting other students, we will also review whether wider changes are needed.
If you are not satisfied with the outcome, you may ask for the complaint to be reviewed by a different member of our team. Please reply to the outcome email within 14 days requesting this review, setting out why you believe the outcome was incorrect or incomplete.
Complaints are handled confidentially and in accordance with our Privacy Policy. We keep a record of complaints, the actions taken, and the outcomes, and review these periodically to help us improve our service. Complaint records are retained in line with the data retention periods set out in our Privacy Policy.
This policy works alongside our Terms & Conditions (including our Refund Policy), our Safeguarding Policy, and our Report a Concern page for safeguarding-specific issues.
For any query about this policy: hello@alevelexammastery.com or WhatsApp +44 7454 408219.