Complaints Policy

We want every family to have a good experience with Education With Lauren. If something hasn’t gone the way you expected, please tell us — we take concerns seriously and we would always rather hear about a problem so we can put it right.

How to raise a concern

Email Lauren at info@withlauren.uk, or mention it during a call. It helps if you can tell us your name and your child’s name, what happened and when, and what you’d like us to do to put it right. You don’t need to use any special wording or format.

What happens next

• We’ll acknowledge your complaint within 3 working days, so you know it has reached us.
• We’ll look into it and respond within 14 working days. If it will take longer to look into properly, we’ll tell you why and give you a date.
• We’ll explain our response clearly — what we found, and what we’ll do (or why we don’t agree), so you’re not left guessing.

If you’re still not happy

We’re a small independent service, so Lauren’s response is our final word on a complaint. If we haven’t been able to resolve things between us, you still have options:

• For concerns about how we’ve handled your data, you can contact the Information Commissioner’s Office (ICO) at ico.org.uk/make-a-complaint or 0303 123 1113.
• For concerns about the service or payment, you keep all your normal rights as a consumer, including through Citizens Advice (0808 223 1133).

Clinical assessments

Where your child has had an ADHD or autism assessment through our partnership with The ADHD Centre, that clinical assessment is provided by The ADHD Centre, not by Education With Lauren. Complaints about the assessment or diagnosis itself should be raised with The ADHD Centre directly, and we’ll help point you in the right direction. Anything about the educational support around it, we’ll happily deal with.