Complaints Policy

Tutoring happens at your home or online, and sometimes things do not go the way anyone planned. When that happens we want to hear it directly, early, and in your own words.

Last updated: November 11, 2026

How to Raise a Concern

Call (647) 448-9417. If it is easier to explain by phone, call and ask for your tutor.

It helps if you can tell us:

Your name and roughly when the session happened
What was supposed to happen and what actually happened
Anything that helps explain it, like the assignment or your notes
What outcome you are looking for

You will not be penalized for complaining, and raising an issue does not affect your tutoring sessions.

What Happens Next

We acknowledge it within two business days. You will hear from a person, not an automated reply, confirming what we understood and who is handling it.
We look into it. That can mean reviewing the session notes and talking with your tutor.
We give you a written response within ten business days. It explains what we found, what we will do, and the timing. If the review needs longer, we tell you why and when to expect an answer.
We follow through and check back. After we follow up, we confirm with you that the issue is actually resolved.

If You Are Still Not Satisfied

Ask for the complaint to be escalated to Daniel Mercer, who will review the file personally and respond to you.

You always keep your outside options, including Consumer Protection Ontario. Using this policy first is not a requirement, and it does not limit your rights.

What we do with complaints

We keep a record of what was raised and how it was resolved, and we review those records so the same problem does not repeat.

Questions about this page?

Tell us early. Small problems are much easier to fix than old ones. Call (647) 448-9417 and we will get back to you.