KIARI Legal
Reporting and Complaints Procedure
How to tell us something is wrong, what we will do about it, how long it should take, and what to do if you are still not happy with our answer.
Last updated: 22 September 2026
1. Anyone can complain
A parent, a guardian, or the student themselves can raise a problem. You do not need to use any particular form of words, quote this page, or put it in writing if you would rather ring. Complaining costs nothing, and it will never affect the service a child receives.
2. Start here, by type of problem
| What has happened | Where to go |
|---|---|
| A child may be at risk of harm | Do not use this procedure. Go to the Safeguarding Policy, and call 999 if the danger is immediate. |
| The tutor taught something incorrectly, or the maths was wrong | Use the help option inside the app, so we can trace the exact lesson and question. Mention the topic and roughly when it happened. |
| Something is broken: audio, the board, the microphone, a lesson that would not start | Help option in the app, or baileyturan05@gmail.com. |
| A billing problem: charged twice, charged in error, a refund | Email baileyturan05@gmail.com from the account address. See the Payments, Refunds and Cancellation page for your rights. |
| The tutor said something inappropriate, upsetting or unsuitable for a child | Email baileyturan05@gmail.com or call 07841612909. Tell us the date and rough time so we can pull the recording. We treat these seriously and review the actual lesson. |
| A data protection issue: a request to see, correct or delete data, or a concern about how data is handled | Email baileyturan05@gmail.com. See the Privacy Notice for the rights available. |
| Anything else, including a complaint about how we handled a previous complaint | Email baileyturan05@gmail.com or call 07841612909. |
3. What to include
None of this is required, but each one makes it faster for us to work out what happened:
- The email address on the account.
- Which child it concerns, if you have more than one.
- The date and rough time of the lesson. Lessons are recorded, so this lets us look at what actually happened rather than reconstruct it.
- What you expected, and what happened instead.
- What you would like us to do about it.
4. What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Stage 1: Acknowledgement | We confirm we have received it and tell you who is looking at it. | Within 3 working days. |
| Stage 2: Investigation | We look into it, including reviewing the lesson recording where one is relevant, and reply with what we found and what we are doing. | Within 14 days. If it will take longer we will tell you why and give a new date. |
| Stage 3: Review | If you are not satisfied with the outcome, say so and it will be looked at again from scratch. KIARI is run by one person, Bailey Turan, so in practice the same person reviews it — we would rather tell you that than imply an independence that does not exist. If you want a genuinely independent view, section 6 sets out who to go to, and you do not have to exhaust this procedure first. | Within 14 days of you asking. |
Data protection requests have their own statutory deadline: we must respond within one month, and we will.
5. What we will do about it
Depending on what we find, that might mean:
- Explaining what happened, where the answer is that nothing went wrong.
- Correcting a teaching error, and fixing the underlying content so it does not recur for anyone else.
- Restoring or refunding a lesson credit.
- Changing how the tutor behaves, where a complaint reveals a genuine flaw.
- Apologising. If we got it wrong we will say so plainly.
Where a complaint leads to a change in the product, we will tell you that it did. Complaints about AI tutoring are often the only way we find out about a problem, so they are genuinely useful to us.
6. If you are still not satisfied
You are not limited to our internal procedure.
- Data protection:the Information Commissioner's Office, ico.org.uk, helpline 0303 123 1113. You can complain to them at any point and you do not need our permission.
- Consumer and contract issues: Citizens Advice offer free advice on 0808 223 1133, and you keep the right to bring a claim in the courts.
- Card payments: if a payment dispute cannot be resolved with us, your card provider has its own chargeback process.
- Safeguarding:the NSPCC helpline, 0808 800 5000, or your local authority children's services.
Nothing on this page limits your statutory rights.
7. Our record of complaints
We keep a record of complaints and their outcomes, so patterns are visible rather than each one being handled in isolation. Those records are kept for 24 months from the date the complaint is closed, matching the retention period published for support correspondence, and are covered by the Privacy Notice like any other personal data.
8. Contact
Email baileyturan05@gmail.com. Phone 07841612909. Our full trading and contact details are at the bottom of every page.