Email support@britwise.school describing the issue, the affected account/order, and what outcome you'd like. Our support lead will respond within 5 working days. 90%+ of complaints resolve here.

If Stage 1 doesn't resolve, email hello@britwise.school with subject FORMAL COMPLAINT. The complaint is reviewed by the founder personally. A written response is provided within 20 working days, including findings + resolution + any remedy offered.

If still unresolved after Stage 2, you may escalate to: • UK Citizens Advice consumer service (citizensadvice.org.uk) for B2C consumer complaints. • ICO (ico.org.uk) for data-protection complaints. • Local Government Ombudsman (lgo.org.uk) for B2G council complaints. • Department for Education (gov.uk/government/organisations/department-for-education) for B2S school complaints.

For council, Home Office, or resettlement contracts: contractual dispute-resolution procedures (mediation → arbitration → English & Welsh courts) take precedence over this generic procedure. See your individual Service Agreement.

All complaints are logged in our internal CRM with redacted PII. Records are retained 7 years for audit purposes (UK Companies Act) then deleted.