How to complain
The intended contact is hello@toucanlearn.co.uk, once that mailbox is active and tested. The public correspondence address will be added before this procedure goes live.
Please explain what happened, when it happened, who was involved, the effect it had and what outcome you are seeking. Share only information needed to understand the complaint.
Who can raise a problem
An adult learner, parent, carer, child or young person may raise a concern. A child or young person can speak in their own words to a tutor, use the approved contact route with support from a trusted adult, or use the direct safeguarding routes. Toucan Learn will offer a reasonable communication adjustment where needed and will not disadvantage someone for raising a genuine concern.
What happens next
- Toucan Learn acknowledges the complaint and confirms who will handle it.
- Immediate safety, safeguarding or data-protection action is separated from the ordinary complaint review.
- The handler reviews relevant records, invites necessary information and gives the person complained about a fair opportunity to respond.
- A written outcome explains the findings, action and review route.
- If more time is reasonably needed, Toucan Learn explains why and gives a revised response date.
The approved acknowledgement and outcome targets will appear here before launch.
Safeguarding and immediate risk
Call 999 where someone is in immediate danger. Do not use the ordinary complaint or enquiry route for urgent safeguarding information. A concern about harm, possible harm or suitability to work with children follows the safeguarding route, including direct statutory referral where appropriate. A child does not need to format a safeguarding disclosure as a complaint or wait for the complaint timetable.
Review and independence
A person who remains dissatisfied may request a review and explain what they believe was missed or handled unfairly. The independent reviewer or professional escalation route, request deadline and final-response target must be named in the approved procedure—especially where Joshua Gordon Jones is the subject of the complaint.
Other routes
This procedure does not prevent anyone from contacting safeguarding authorities, police, the Information Commissioner’s Office, consumer-advice services or a court where appropriate. Toucan Learn will not imply that it belongs to a regulator, ombudsman, professional body or alternative-dispute-resolution scheme unless that status has been verified.
Records and privacy
Complaint records are restricted to people who need them and are kept separately from safeguarding records. The approved procedure will state the retention period, rationale and review interval. Personal information is otherwise handled under the privacy notice.