1. Purpose

Lunar-Lingo Ltd is committed to providing high-quality online English tutoring and excellent customer service.

We recognise that, despite our best efforts, concerns or complaints may occasionally arise.

This Policy explains how complaints can be raised, how they will be investigated, and how we aim to resolve them fairly, consistently, and promptly.

2. Scope

This Policy applies to complaints relating to:

tutoring services;
customer service;
lesson bookings;
payments;
refunds;
communication with Lunar-Lingo Ltd;
website-related matters;
safeguarding concerns (where appropriate);
any other service provided by Lunar-Lingo Ltd.

This Policy does not affect any statutory rights you may have under applicable law.

3. Our Commitment

When handling complaints, Lunar-Lingo Ltd aims to:

treat every complaint seriously;
remain fair and impartial;
communicate respectfully;
investigate concerns objectively;
protect personal information;
learn from complaints to improve our services.

Submitting a complaint will not affect a customer’s right to continue receiving services unless doing so would be inappropriate for safeguarding, safety, security, or legal reasons.

4. Informal Resolution

We encourage customers to contact us as soon as possible if they have a concern.

Many issues can be resolved quickly through discussion before becoming formal complaints.

Where appropriate, we will make reasonable efforts to resolve concerns informally.

5. Making a Formal Complaint

Complaints should preferably be submitted in writing by email.

Where this is not reasonably possible, complaints may be submitted using another communication method approved by Lunar-Lingo Ltd.

Where possible, complaints should include:

your name;
the student’s name (if applicable);
contact details;
lesson date(s) where relevant;
a clear description of the issue;
any supporting information or documents;
the outcome you are seeking.

Providing complete information helps us investigate more efficiently.

6. Complaint Handling Process

Once a complaint has been received, Lunar-Lingo Ltd will normally:

Step 1 — Acknowledgement

We will acknowledge receipt of the complaint within a reasonable period.

Business Decision Required

Target acknowledgement timeframe:

Within three business days.

Step 2 — Investigation

We will investigate the complaint by reviewing relevant information, which may include:

lesson records;
communications;
payment records;
teacher feedback;
customer correspondence;
any supporting evidence provided.

Where necessary, we may request additional information.

Step 3 — Outcome

Once the investigation has been completed, we will provide our decision together with an explanation where appropriate.

Possible outcomes may include:

clarification;
apology;
corrective action;
lesson replacement;
lesson credit;
refund (where appropriate);
no further action.

Each complaint is considered on its individual circumstances.

7. Response Times

Lunar-Lingo Ltd aims to investigate complaints promptly.

Some complaints may require additional time where:

further information is needed;
multiple individuals are involved;
external providers are involved;
safeguarding issues require careful consideration.

If additional time is required, we will keep you informed where reasonably practicable.

Business Decision Required

Target investigation timeframe:

Within ten business days.

8. Confidentiality

Complaints will be handled confidentially as far as reasonably possible.

Information relating to a complaint will only be shared:

with individuals directly involved in investigating the matter;
where required by law;
where necessary to protect an individual from harm;
where necessary to enforce our legal rights.

9. Safeguarding Complaints

Where a complaint raises a safeguarding concern, Lunar-Lingo Ltd may:

follow the procedures set out in our Safeguarding Policy;
prioritise the safety and welfare of individuals;
involve relevant authorities where required by law or where necessary to protect an individual from serious harm.

Safeguarding concerns may be handled separately from the standard complaints process where appropriate.

10. Unreasonable or Vexatious Complaints

Lunar-Lingo Ltd aims to deal fairly with all complaints.

However, we may limit or decline further correspondence where complaints are:

abusive;
threatening;
discriminatory;
repetitive without new information;
clearly frivolous or vexatious;
intended primarily to harass or disrupt our operations.

Any decision to limit correspondence will be made reasonably and proportionately.

11. Record Keeping

Lunar-Lingo Ltd maintains appropriate records of complaints to:

investigate concerns;
monitor service quality;
identify recurring issues;
improve our services;
comply with legal obligations where applicable.

Complaint records will be handled in accordance with our Privacy Policy.

12. Continuous Improvement

We regard complaints as opportunities to improve.

Where appropriate, we may use complaint outcomes to:

improve procedures;
update policies;
provide additional training;
improve customer communications;
strengthen quality assurance processes.

13. Changes to This Policy

Lunar-Lingo Ltd may update this Policy from time to time.

The latest version will always be published on our Website.

14. Contact Us

Formal complaints should be sent to:

Lunar-Lingo Ltd

Complaints Contact: Mr. Heinrich Smit (Director and founding partner), or Mr. Garth Anderson (Director and founding partner)

Registered Office: 128, City Road London EC1V 2NX UNITED KINGDOM

Company Registration Number: 17277100

General Enquiries: info@lunar-lingo.com