Complaints Procedure

At our tutoring company, we strive to provide the best possible service to our clients. However, we understand that there may be occasions when you are not satisfied with the service you have received. We take complaints very seriously and have established the following procedure to ensure that all complaints are handled fairly and promptly.

Informal Complaints Procedure

Our Customer Success team is at the disposal of the customer, 24/7. If the client ever feels the need to speak to anyone at Eximus, including the top management, they can WhatsApp them on their Admin WhatsApp group. Every client’s WhatsApp group consists of his/her respective Customer Success Lead, Customer Success Manager, and the top management, including the Chief Executive Officer. This is to ensure that no complaint is overlooked.

Formal Complaints Procedure

If the student or parent is not satisfied with the response from the customer service department, they can make a formal complaint in writing to the company's compliance department. This can be done within 15 days of the incident by filling out the following form and sending it via email to compliance@eximuseduction.com. The compliance department will acknowledge the receipt of the complaint within 5 working days, will investigate the complaint, and provide a response within 28 working days.

If the complaint is complex and requires more time to investigate, the student or parent will be informed of the expected time frame for a response. The response from the compliance department will outline any action that will be taken to resolve the complaint.

Escalation Procedure

If the student or parent is not satisfied with the response from the compliance department, they can escalate the complaint to the company's management team. The management team will acknowledge receipt of the complaint within 5 working days, investigate the complaint, and provide a response within 28 working days. If the complaint is complex and requires more time to investigate, the student or parent will be informed of the expected time frame for a response. The response from the management team will outline any action that will be taken to resolve the complaint.

Code of Conduct and Internal Complaints Procedure

At Eximus Education, we take suggestions and complaints by our employees very seriously.

We have a suggestion box in which employees can insert any complaints or suggestions, if they wish to, anonymously. The box is opened at the end of every week by the Head of Admin and shared with the CEO. We try our utmost to resolve any complaint or work on a suggestion, if possible.

For more critical complaints, employees are required to follow the below procedure:

1. Talk to his/her immediate supervisor, for whom it is mandatory to listen and investigate the issue.
2. If the employee is not satisfied by the measures taken by his/her immediate supervisor, they can submit their complaint in writing to the compliance department, which can then investigate the issue and discuss it with the executive team.
3. The complainant is then called to discuss the issue with the executive team, and appropriate action is taken thereafter.

It is important to note the following are considered intolerable offenses:

• Sexual Harassment
• Bullying or abuse of any kind
• Racism

NOTE

There is an anonymous whistleblowing box placed in an unmanned area of the office for any staff member or tutor to record their concern about any aspect of association with the company. This box is reviewed on a weekly basis by Executive Management.

Safeguarding Policy

Eximus Education is committed to providing a safe and secure environment for all children and vulnerable adults who use our services. This safeguarding policy sets out our approach to safeguarding, including how we identify and respond to concerns, our recruitment procedures, and the training and support we provide to our staff.

Legal and Regulatory Framework

• Children Act 1989 and 2004
• Protection of Freedoms Act 2012
• Working Together to Safeguard Children 2018
• Keeping Children Safe in Education 2021
• Disclosure and Barring Service (DBS) Code of Practice
• Prevent Duty Guidance for England and Wales 2015
• Care Act 2014
• Keeping Children Safe in Education (KCSIE)

Safeguarding

Safeguarding is the action that is taken to promote the welfare of children and vulnerable adults and protect them from harm. This includes protecting them from physical, sexual, emotional abuse, neglect, bullying, and any other forms of harm.

Roles and Responsibilities

All our full-time employees or freelance tutors have a responsibility to safeguard the welfare of children and vulnerable adults. The Compliance team has a designated Safeguarding Lead responsible for ensuring that our safeguarding policy is implemented and that staff receive appropriate training. The safeguarding lead is also responsible for making referrals to the appropriate authorities if there are concerns about the welfare of a child or vulnerable adult.

Privacy Policy

Eximus Education is committed to protecting the privacy and security of personal data processed by the company in accordance with data protection regulations. This privacy policy sets out how we collect, use, and protect personal data, as well as your rights in relation to your personal data.

Who Are We?

Eximus Education is a UK tutoring company that provides one-to-one tutoring services to the masses in the UK.

What Information Do We Collect?

Following information is collected:

• Full name of the student
• Level of education
• Special needs (if any)
• Academic performance to date
• Parent/Guardian details (if under 18)
• Email address and phone number
• Full UK address
• Payment details (debit/credit card)

Data Use

This data is used to create and manage accounts, provide tutoring services, process payments, and communicate with users. We do not share data with third parties without consent unless required by law.

Data Protection

We implement technical and organizational measures to protect data from unauthorized access, disclosure, alteration, or destruction. Access is restricted and reviewed monthly.

Your Rights

You have rights to access, correct, or delete your personal data. To exercise these rights, contact us at compliance@eximuseducation.com.