Complaints Procedure
- Reviewed July 2026
Introduction
Your views are welcomed. In the spirit of true partnership between us, you are encouraged to say what you think should go on with your music tuition. I aim for high standards but sometimes things can go wrong or expectations are not met. It is, however, important to maintain mutual respect at all times. The below policy outlines the business process and expectations from clients and associates.
What is a Complaint?
A complaint is an expression of dissatisfaction or disquiet which may be about an event that has happened, failed to happen or the way in which something was handled.
The vast majority of concerns can be resolved informally. It is in everyone’s best interests that complaints are resolved at the earliest possible stage. This can usually be achieved through discussion and good communication. However, if you are not satisfied with the outcome, a formal procedure (as outlined in this policy) would then need to be followed when attempts to resolve the issue are unsuccessful.
Complaints Procedure
Stage 1. Informal
Your expression of concern should be made to me at the earliest opportunity, preferably during your allocated lesson time.
First talk to myself to clarify the facts and resolve through discussion. It should be noted that during this stage, it is important to remain calm and maintain appropriate behaviour at all times. Inappropriate behaviour will lead to instant termination of the conversation.
Stage 2: Complaint
If you are not satisfied with the outcome at Stage 1 you may wish to make a formal complaint. This should be done in writing to
The investigation will be carried out and the outcome communicated to you within 20 term time days. This will be known as the 'final response'. This written response will include a full explanation of the decision and the reasons for it (if additional time is required to formulate a response this will be explained to you). Where appropriate the response will include what action I will take to resolve it. Any attempt at trying to shorten the final response period will be rebuked and referred back to this policy.
If you remain unsatisfied, tuition would be terminated at this stage for the benefit of all parties. Depending on the nature of the complaint and background, a refund of fees may or may not be provided following appropriate term and condition policies. No further communication will be entered into at this stage.
Unreasonable and Vexatious Complaints
What do I mean by ‘an unreasonable and vexatious complainant'?
An unreasonable complainant may be anyone who engages in unreasonable, persistent and ongoing vexatious behaviour when making a complaint. This will include parents, carers and students who pursue complaints in an unreasonable manner and those who do not act in an appropriate manner towards myself.
Unreasonable behaviour may include:
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Out of proportion to the nature of the complaint, or
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Persistent – even when the complaints procedure has been exhausted, or
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Personally harassing, or
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Unjustifiably repetitious or
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Obsessive, harassing, or prolific
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Prolific correspondence or excessive email or telephone contact about a concern or complaint.
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Repetitious complaints where the complainant has no view about what would satisfy him/her and/or no intention to resolve the complaint.
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Acting in a way not in line with my aim of reaching a resolution and working with the business complaints procedure.
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An insistence on pursuing unjustified or unmeritorious complaints and/or
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Unrealistic outcomes to unjustified complaints
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An insistence on
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Pursuing justifiable complaints in an unreasonable manner e.g. using abusive or threatening language;
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Making complaints in public; or
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Refusing to attend or agree to phone or other appointments to discuss the complaint.
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What is ‘harassment’?
I regard harassment as the unreasonable pursuit of issues or complaints, particularly if the matter appears to be pursued in a way intended to cause personal distress rather than seek a resolution.
Behaviour will fall within the scope of this policy if:
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It appears to be deliberately targeted over a significant period of time.
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The way in which a complaint or other issues is pursued (as opposed to the complaint itself) causes ongoing distress to myself or others;
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It has a significant and disproportionate adverse effect on myself, other students and others.
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Actions are pursued aggressively or in any manner not appropriate to an effective resolution.
What Can You Expect From Kev's Chords?
Anyone who raises informal or formal issues and complaints with myself can expect me to:
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Follow the business complaints procedure;
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Respond within a reasonable time in term time as outlined above;
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Be available for consultation within a reasonable time limit, bearing in mind the needs of other students and the nature of the complaint;
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Respond with courtesy and respect;
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Attempt to resolve problems using reasonable means in line with the business complaints procedure, other policies and practice and in line with guidance from other professional people.
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Keep those involved informed of progress towards a resolution.
What Kev's Chords Expects of You
I expect anyone that raises a complaint to:
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Treat me with courtesy and respect;
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Respect the needs of other pupils I teach;
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Never use violence (including threats of violence) towards myself, others or property;
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Recognise the time constraints under which I work and allow me a reasonable time to respond to a complaint;
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Recognise that some problems may not be resolved in a short time;
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Follow the business complaints procedure;
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Speak politely and respectfully using appropriate language and avoid any aggression, threatening behaviour, shouting or verbal abuse, including name-calling;
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Raise concerns/complaints in an appropriate place and at an appropriate time (for example not in front of other parents or pupils and not in an open public space);
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To be prepared to work towards a resolution and in partnership with the business. This resolution may involve a trusted third party in certain cases.
Dealing with Unreasonably Persistent Complaints, Vexatious Complaints and Harassment
- If the parent, student or family member falls into the above, I will inform them that their complaint falls under the terms of 'Unreasonably Persistent' reminding them of the need to follow the complaints procedure and allocated times.
- If the reminder does not work and the behaviour continues, tuition will be terminated if it hasn't been already.
- Further failure to change behaviours will result in a formal 'Cease and Desist' letter being sent to the offender and further communication methods will be blocked. All further forms of postal communication will be ignored and may be used as evidence for the next step.
- Further failure to 'Cease and Desist' will resort in the matter becoming a police issue under harassment laws with an injunction used in extreme cases.
