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Complaints Procedure

We want to get things right. If something isn't working as it should, here's how to let us know and how we'll resolve it.

Last updated: 26 February 2026

Our Three-Stage Process

Each stage has clear timeframes and escalation routes.

Stage 1Informal Resolution
Response within 2 working days
  1. 1Contact us by email at complaints@futurepreneurs.co.uk with a description of your concern.
  2. 2A member of our team will acknowledge your complaint within 2 working days.
  3. 3We will try to resolve your complaint informally and directly. Most issues can be resolved at this stage through discussion and agreement.
  4. 4We aim to provide a full response within 5 working days.
  5. 5If you are satisfied with the outcome, the complaint is closed. If not, you can escalate to Stage 2.
Not resolved? Escalate to Stage 2
Stage 2Formal Complaint
Response within 10 working days
  1. 1If Stage 1 does not resolve your concern, submit a formal written complaint to complaints@futurepreneurs.co.uk with the subject line "Formal Complaint".
  2. 2Include: your name, your relationship to the platform (student, parent, teacher, supporter), a clear description of your complaint, any evidence or documentation, and what outcome you are seeking.
  3. 3Your formal complaint will be reviewed by a senior member of the Futurepreneurs team who was not involved in the Stage 1 response.
  4. 4We will acknowledge receipt within 2 working days and provide a detailed written response within 10 working days.
  5. 5If we need more time to investigate, we will let you know and provide a revised timeframe.
Not resolved? Escalate to Stage 3
Stage 3Escalation & Appeal
Response within 15 working days
  1. 1If you remain unsatisfied after Stage 2, you can request an appeal by emailing appeals@futurepreneurs.co.uk within 10 working days of receiving the Stage 2 response.
  2. 2Your appeal will be reviewed by the Futurepreneurs Director or an independent panel member.
  3. 3A final written decision will be provided within 15 working days.
  4. 4This decision is final within our internal process. If you are still not satisfied, you may refer your complaint to an external body (see below).

What You Can Complain About

  • •The quality or provision of our platform services.
  • •The behaviour of staff or representatives of Futurepreneurs.
  • •A failure to follow our published policies or procedures.
  • •Concerns about how your personal data has been handled.
  • •Concerns about content moderation decisions.
  • •Any other aspect of the Futurepreneurs service that you believe has fallen below a reasonable standard.

Our Commitments

  • •We will treat all complaints seriously, fairly, and confidentially.
  • •We will not penalise anyone for making a complaint in good faith.
  • •We will keep you informed throughout the process.
  • •We will learn from complaints and use them to improve our service.
  • •Complaints about safeguarding concerns will always be escalated immediately to our Designated Safeguarding Lead, regardless of the stage of the complaints process.

External Bodies

  • •If you have exhausted our internal complaints procedure and remain dissatisfied, you may refer your complaint to the following external bodies:
  • •Data protection complaints: Information Commissioner's Office (ICO) — ico.org.uk or 0303 123 1113. You have the right to complain to the ICO at any time, but we appreciate the opportunity to resolve your concern first.
  • •Safeguarding concerns: You can report directly to the NSPCC (0808 800 5000), Childline (0800 1111), CEOP (www.ceop.police.uk), or your local authority children's services.
  • •Consumer disputes: Citizens Advice — citizensadvice.org.uk or 0800 144 8848.
  • •Financial complaints related to Stripe payments can be directed to Stripe's own complaints procedure at stripe.com/legal/complaints.

Record Keeping

  • •We maintain a confidential record of all complaints received, including: the nature of the complaint, the outcome, and any actions taken.
  • •Complaint records are retained for a minimum of 3 years.
  • •Anonymous, aggregated complaint data is reviewed quarterly by the leadership team to identify trends and areas for improvement.
  • •Individual complaint records are only accessible to authorised staff handling the complaint.

Email: complaints@futurepreneurs.co.uk

For general enquiries, visit our Contact page.