Complaints and Grievances Policy 

Little Lakes Learning Complaints and Grievances Procedure

Effective Date: April 4, 2022

Last Updated: September 10, 2023

Introduction

At Little Lakes Learning, we are committed to providing high-quality tutoring services and maintaining open communication with our students, parents, and guardians. We value your feedback and take all concerns seriously. This Complaints and Grievances Procedure is designed to provide a clear process for addressing and resolving any complaints or grievances you may have regarding our services. 

Submitting a Complaint or Grievance

1. Informal Resolution

   - We encourage you to attempt an informal resolution first by discussing your concern with your assigned tutor or support@littlelakeslearning.ca. Many issues can be resolved through open and honest communication. 

2. Formal Complaint or Grievance

   - If an informal resolution is not possible or if you are dissatisfied with the outcome of the informal discussion, you may submit a formal complaint or grievance in writing.

   - Please submit your written complaint or grievance to Support via support@littlelakeslearning.ca. Be sure to include the following details:

       - Your name and contact information.

       - A clear description of the issue, including dates, times, and any relevant documents or evidence.

       - Any previous attempts at informal resolution.

Investigation and Resolution

1. Acknowledgment

   - Upon receiving your formal complaint or grievance, we will acknowledge its receipt within 7 business days.

2. Investigation

   - We will initiate a thorough investigation of the complaint or grievance. This may involve gathering information from all relevant parties.

3. Resolution

   -  We will work to resolve the complaint or grievance as promptly as possible, typically within 7 days from the date of acknowledgment. If additional time is needed, you will be informed of the delay.

4. Communication

   - We will communicate the resolution to you in writing, outlining any actions taken to address the issue.

Appeal Process

1. If Dissatisfied with Resolution

   - If you are dissatisfied with the resolution provided, you have the option to appeal the decision.

2. Appeal Submission

   - To initiate an appeal, please submit a written request to us within 7 days of receiving the resolution. Include your reasons for appealing and any additional information or evidence.

3. Review and Decision

   - We will review the appeal, conduct any necessary further investigations, and issue a final decision within 7 days.

4. Final Decision

   - The decision following the appeal process is considered final and binding.

Confidentiality

All complaints and grievances, as well as the details of their resolution, will be handled confidentially and in accordance with our Privacy Policy and Confidentiality Policy.

Conclusion

Little Lakes Learning is committed to addressing and resolving complaints and grievances promptly and fairly. We value your feedback as it helps us improve our services and maintain a positive learning environment for all students.

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