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Complaints Procedure

The English Hub - operated by Upskill Energy Limited
Effective Date: 22 March 2026 | Version 1.0

1. Introduction

We want The English Hub to be a great experience for everyone. If something goes wrong or you are unhappy with any part of our service, we want to hear about it so we can put things right.

This procedure applies to all users, parents/guardians, schools, and anyone affected by our services. We treat every complaint seriously and fairly.

2. How to Complain

By Email

Send an email to [email protected]

Using the In-Platform Form

By Post

Write to: Complaints Team, Upskill Energy Limited, United Kingdom

What to include in your complaint:

Your name (or you can complain anonymously)
Your email address or username
What happened - describe the problem in your own words
When it happened
What you would like us to do (apology, fix, refund, explanation)
Any evidence (screenshots, emails, reference numbers)

You do not need to use formal language. Just tell us what went wrong.

3. Complaint Categories

Service Quality

Lessons not loading, slow performance, features not working

AI Feedback Accuracy

Incorrect, unfair, inconsistent, or inappropriate AI feedback

Billing & Subscription

Wrong charges, difficulty cancelling, missing refunds

Data Protection

Data shared without permission, data access or deletion requests

Content Issues

Offensive material, factual errors, age-inappropriate content

Accessibility

Screen reader issues, colour contrast, navigation difficulties

Discrimination

Unfair treatment based on any protected characteristic

Safeguarding Concerns

Safeguarding complaints are treated with the highest priority and follow a separate, accelerated process. Response within 24 hours is guaranteed.

Email: [email protected]
In-platform: Use the Report button on every page

If you believe a child is in immediate danger, contact the police on 999.

4. Complaints Process

Stage 1: Initial Response - Within 3 Working Days

Acknowledgement within 1 working day
Assessment and assignment to the appropriate team
Named contact, unique reference number, and estimated timeline provided within 3 working days

Stage 2: Investigation - Within 10 Working Days

Thorough investigation (system logs, staff interviews, content review)
We may contact you for more information
Written summary of findings within 10 working days

Stage 3: Final Response - Within 20 Working Days

Senior review by a manager not involved in earlier stages
Final written response with full summary, findings, decision, remedies, and external escalation options

Stage 4: External Escalation

If you remain dissatisfied, you can take your complaint to an external body (see below).

Stage	Maximum Timeframe
Stage 1: Initial Response	3 working days
Stage 2: Investigation	10 working days
Stage 3: Final Response	20 working days
Safeguarding concerns	24 hours (immediate escalation)

5. External Escalation Options

Information Commissioner's Office (ICO)

For data protection and privacy complaints

ico.org.uk | 0303 123 1113

Advertising Standards Authority (ASA)

For complaints about advertising or marketing

asa.org.uk

Competition and Markets Authority (CMA)

For consumer rights, unfair terms, or anti-competitive practices

Trading Standards

For unfair trading practices, pricing, or consumer rights

Citizens Advice Consumer Service: 0808 223 1133

Qatar National Cyber Security Agency (NCSA)

For data protection complaints under Qatari jurisdiction

ncsa.gov.qa

6. Young Person Considerations

Many of our users are aged 14 to 18. We are committed to making the complaints process accessible, supportive, and non-intimidating:

Plain language: All communications in clear, straightforward language
Guidance: If you are unsure, we will help you put your complaint into words
No pressure: Every complaint matters - you will never be made to feel it is trivial
Parent/guardian involvement: You can ask a trusted adult to complain on your behalf
Anonymous option: Submit anonymously through the in-platform form. We may not be able to update you, but we will still investigate.

7. Learning from Complaints

We believe complaints are valuable feedback. Every complaint is reviewed individually after closure and examined as part of quarterly trend analysis. Where complaints reveal issues, we take concrete action:

Action Type	Example
Immediate fix	Correcting a factual error in lesson content
Process change	Updating the cancellation flow after repeated billing complaints
Training	Additional staff training following communication complaints
System update	Improving AI feedback algorithms after accuracy complaints

If you have any questions about this complaints procedure, contact us at [email protected].