Complaints Policy
Who runs SoloCogs: SoloCogs is the brand name for the online learning platform operated by Portsdown Tuition, a sole-trader business based in Portsmouth, England. Throughout this policy, "Portsdown Tuition", "we", "us", and "our" refer to the operator and legal entity. "SoloCogs" refers to the platform, service, and brand we provide to families, schools, and tutors. The data controller for personal data processed through SoloCogs is Portsdown Tuition.
Contact: hello@solocogs.co.uk
1. Our Commitment
SoloCogs is committed to providing a high-quality, safe, and supportive service. If something goes wrong - or if you feel we have not met your expectations - we want to know. Complaints are taken seriously, handled fairly, and used to improve how we work.
Making a complaint will not affect your access to the platform or your relationship with us.
2. What You Can Complain About
This policy covers complaints about:
- The quality or content of the platform or resources
- The conduct or responsiveness of Jazz or any associated person
- How a safeguarding concern was handled (also see the Safeguarding Policy)
- How personal data was handled (also see the Data Protection Policy)
- Subscription, billing, or account management issues
- Any other aspect of the service
3. How to Make a Complaint
Please submit your complaint in writing. Two channels:
- By email: hello@solocogs.co.uk.
- By post: the postal service address is available on request via the same email - see the Privacy Policy. We accept written complaints from consumers who do not want to use email.
Include:
- Your name and account email address
- A clear description of your concern
- Any relevant dates, times, or screenshots
- What outcome you are seeking
If you are a student and do not feel comfortable contacting us directly, please ask your parent or carer to do so on your behalf.
4. How We Will Respond
- Acknowledgement: We will acknowledge receipt of your complaint within 3 working days
- Investigation: We will investigate the complaint thoroughly and impartially
- Response: We will provide a full written response within 14 working days of receiving the complaint. Where more time is needed, we will keep you informed.
- Resolution: We will explain what we found, what action we have taken (or why no action was taken), and what you can do if you are still not satisfied.
5. If You Are Still Not Satisfied
If you are unhappy with our response, you may escalate your complaint to the appropriate body below. In line with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015 (regulation 19), where we reject a complaint, we confirm here that we are not currently a member of a sector-specific ADR scheme - the EdTech / private-tutoring sector in the UK does not have a mandatory ADR body, and no voluntary scheme is a good fit for the SoloCogs offer. For general consumer disputes you may seek independent advice or use the small claims court (England and Wales) or the Simple Procedure (Scotland).
- For data protection concerns: The Information Commissioner's Office (ICO) - ico.org.uk or 0303 123 1113
- For safeguarding concerns: Portsmouth City Council Children's Services - 023 9268 8793, or the NSPCC - 0808 800 5000. In an immediate emergency call 999.
- For general disputes and independent consumer advice: Citizens Advice - citizensadvice.org.uk (signposting, not an ADR body).
- For small consumer claims: The Small Claims Court in your jurisdiction (England & Wales, Northern Ireland) or the Simple Procedure (Scotland).
6. Record Keeping
All complaints and their outcomes are recorded and retained for 3 years. Records are reviewed periodically to identify any patterns and to improve our services.
To make a complaint: please use the contact page. We will always respond.