FAS Tutors is committed to providing reliable online tutoring services and treating students, parents, guardians, and customers fairly. We welcome feedback and take complaints seriously. This mechanism explains how customers can submit complaints and how we will review and address them.
01 Our Commitment
FAS Tutors is committed to providing reliable online tutoring services and treating students, parents, guardians, and customers fairly.
We welcome feedback and take complaints seriously. This mechanism explains how customers can submit complaints and how FAS Tutors will review and address them.
02 How to Submit a Complaint
Customers may submit a complaint by emailing our official support address:
Please include the following information:
- Your name and contact details.
- The relevant lesson or transaction reference.
- A clear description of the issue.
- Any supporting information relevant to the complaint.
Customers should not include passwords, full payment card numbers, or card security codes in their complaints.
Need to report an issue?
Email our support team with the details of your concern so we can review it.
Submit a Complaint03 Types of Complaints
Customers may submit complaints regarding:
- Tutoring quality or lesson delivery.
- Tutor conduct or scheduling.
- Missed, cancelled, or delayed lessons.
- Payments, billing, or refunds.
- Website functionality or application forms.
- Privacy concerns.
- Customer support or other issues relating to our services.
04 Complaint Handling Procedure
We follow a structured process to review complaints fairly and communicate the outcome.
Step 1: Acknowledgement
We aim to acknowledge complaints within 2 business days of receipt. A reference number may be provided where appropriate.
Step 2: Investigation
Our support team will review the complaint and relevant information, which may include lesson schedules, communications, payment records, and other supporting documents.
We may contact the customer if further information is required.
Step 3: Resolution
We aim to provide a substantive response within 7 business days after receiving sufficient information to review the matter.
Depending on the circumstances, a resolution may include an explanation, corrective action, rescheduling, an appropriate credit, or a refund where eligible.
If a complaint requires additional investigation, we will inform the customer of the delay and provide an updated expected response time.
Step 4: Escalation
If a customer is dissatisfied with the initial outcome, they may request an escalation by replying to the complaint email and explaining why they disagree with the decision.
A senior member of the FAS Tutors team will review the complaint. We aim to provide an escalation outcome within 5 additional business days, depending on the complexity of the case.
05 Fair and Confidential Treatment
Complaints will be handled respectfully, fairly, and as confidentially as reasonably possible.
Complaint information will be shared only with personnel or service providers who reasonably need it to investigate or resolve the matter, subject to applicable law.
Customers will not be unfairly treated merely for submitting a complaint.
06 Payment and Refund Complaints
Payment-related complaints will be reviewed against available transaction records and the applicable Refund & Cancellation Policy.
Where a refund is approved, it will be processed according to the refund policy and the relevant payment provider's procedures.
07 Privacy Complaints
Customers may raise concerns about their personal information by emailing infofastutor@gmail.com .
We will review such concerns and take appropriate action in accordance with our Privacy Policy and applicable law.
08 External Resolution
If a complaint cannot be resolved directly with FAS Tutors, customers may use any relevant consumer protection, regulatory, payment dispute, or other external resolution process available in their jurisdiction.
Nothing in this mechanism removes any legal rights available to customers.