Complaints procedure
If something has gone wrong, we want to know and put it right.
Draft for legal review before launch · Last updated: 19 October 2026
Safeguarding concerns aren’t complaints. If you’re worried about a child’s safety, email hello@tallgrove.co.uk straight away. If a child is in immediate danger, call 999.
Tell us informally
Contact hello@tallgrove.co.uk or use the help section of your parent account. Most issues are sorted within 2 working days.
Make a formal complaint
If you’re not happy with the response, write to hello@tallgrove.co.uk with what happened and what you’d like us to do. We acknowledge within 2 working days and give a full written response within 10 working days.
Ask for a review
If you’re still not satisfied, ask for a review by a panel of three people who weren’t involved, including one person independent of Tallgrove. You can attend and bring someone with you. We’ll send the panel’s findings in writing within 20 working days.
Data protection complaints
You can also complain to the Information Commissioner’s Office: ico.org.uk, telephone 0303 123 1113.
Records
We keep a record of every formal complaint and what we did about it, and we use them to improve Tallgrove. Complaint records are kept confidential.