Complaints.

If something is not right, we want to hear about it directly, and early. Most concerns are resolved with a conversation; where they are not, this page sets out how a complaint is handled.

How to raise a complaint

Write to info@sophyratutors.com, or telephone +353 21 221 0007. Tell us what happened, when, and what outcome you are looking for. We acknowledge every complaint within one working day.

How we handle it

Your complaint is reviewed by a senior member of the team, never by the tutor concerned. We look at the lesson records, speak to those involved, and reply to you with what we found and what we will do. We aim to give you a full response within ten working days; if we need longer, we tell you why and when to expect it.

Safeguarding concerns

A concern about a student's safety or welfare is not a complaint and does not wait in this process. Write to safeguarding@sophyratutors.com and it will be acknowledged the same working day by our Designated Safeguarding Lead. Our safeguarding pages set out how such concerns are handled.

If you remain dissatisfied

Sophyra Tutors is a Corporate Member of The Tutors Association and follows its Code of Practice. Nothing in this process affects your statutory rights, including your rights under EU consumer law as described in our Terms and Conditions.