Complaints Form

Admin Questions - Will be hidden

First Complaint

Please select... Yes No

School SF Account ID

MyTutor SF Account ID

MyTutor Tutor Complaints SF Account ID

MyTutor Parent Complaints SF Account ID

Complaint Record Type ID

Feedback Record Type ID

School NED ID

Your Details

Your Email Address

Customer Group

Which Platform is the complaint about

Please select... NED HIVE

Which customer group is making the complaint?

Please select... Parent Tutor Student

Complaints Form

All form questions

Complainant Name

Customer Profile URL

HIVE Parent URL

HIVE Tutor URL

NED Parent URL

NED Tutor URL

What channel did the complaint come in via?

Please select... Phone Email Live chat Whatsapp Review Other

How would they like to be contacted

Please select... Phone Email Live Chat Whatsapp

How severe is the complaint?

1

2

3

4

1 Low Impact - 4 Urgent and High Impact

Are you escalating this complaint?

Please select... Yes No

Conversation Link

Complaint Details

Tutor Complaint

What area is the Tutor complaint about?

Please select... Tutor quality flags or feedback Product Payment Tech Issue Customer Service/Operational Error Parent School

What category is the Tutor compaint about?

Please select... BMS Tutor quality feedback Removal flag Onboarding Applying for new DBS Site navigation Log in issues Managing account Timing of payments Referral payments Incorrect amount Price bands DBS deductions Parent tech School tech MyTutor tech Quality of response Quality of service Speed of service Policy Process Cancelling free meeting Cancelling lessons Disruptive pupil Rescheduling lessons Abrupt communication Unreliable customer No/poor topic notes Missing exam board Missing grade data Disruptive pupil Rescheduling lessons Pupil attendance

Parent Complaint

What area is the Parent complaint about?

Please select... Tutor Customer Service/Operational Error Tech Issue Payment Sales Product

What category is the Parent complaint about?

Please select... Teaching thing wrong Professionalism case Content delivered was too hard Content delivered was too easy Lesson report not completed Poor lesson report The tutor ends the lesson early The tutor arrives to the lesson late Tutor cancelling lessons consistently Not attending free meeting Cancelling free meeting Not attending lesson Quality of response Quality of service Speed of response Unhappy with policy Process Little to no contact Tutor tech MyTutor Tech Lesson cost discrepancy Referral credits Payment failed Lesson cost discrepancy Payment failed Referral credits Onboarding Site navigation Log in issues Managing account

Descibe the complaint

Provide a link to the NED Lesson URL (please only send the most recent lesson)

Please enter the URL in the format https://www.mytutor.co.uk/secure/schooltutorial.html?id=

Provide a link to the HIVE Lesson URL (please only send the most recent lesson)

Please enter the URL in the format https://www.mytutor.co.uk/secure/schooltutorial.html?id=

When is the next lesson?

Additional questions

What does a good outcome look like?

Count

Admin Section

Count of Complaints