Complaints Policy

Reviewed March 2021

 Whilst we hope that we provide a good service to all our students, sometimes we may get things wrong.  If you are not satisfied with any aspect of Lumieres’ service, we would like to hear from you.

This document explains our complaints procedure which is accessible to all our customers on an equal basis.  Our approach will be to try to put things right quickly and politely.  Making a complaint will not affect how you or your children are treated by Lumieres’ staff.

Do you need any specific requirements to enable you to make a complaint?

  • Please let us know if you would like to receive this complaints procedure in an alternative format
  • We can arrange for an interpreter
  • We can arrange for the complaints procedure to take place through audio or textphone
  • You can obtain independent advice from an organisation such as Citizens Advice Bureau. Their web address is

If you would like to make a complaint this is what you should do:

Step One
Contact the member of staff you first dealt with, giving details of what you wish to complain about.  If the complain is made in writing or through an answer message, we will inform you that we have received it within three working days.  The member of staff will investigate your complaint with the aim to settle the complaint as quickly as possible.  Please tell us how you would like to be contacted to receive our response.

In most cases you will receive a full reply to your complaint within 10 working days of making the complaint.  If we cannot give you a full reply in this time, we will tell you why and inform you of when you are likely to receive it.

Step Two
If you are dissatisfied with the response you receive from the member of staff you may ask us to review the complaint by emailing the Principal, [email protected], with the word ‘Complaint’ in the email subject.  Please request Step Two within 10 working days of receiving our response to Step One. 

Please put in writing:

  • What happened
  • When it happened, please include all dates and times
  • Who dealt with you
  • What you would like us to do to put it right

The decision will be given to you in writing 10 days after receiving your request for Step Two.

Step Three
If you are still unhappy, we may ask you to attend a meeting with the Principal to discuss your complaint in more detail.  We would send you a written record of the meeting and a formal reply to your complaint from the Principal.  This will take place 10 working days after Step Three.

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint.  We will only give your personal information to other people and organisations if you have given us permission to do so.

We will fully investigate 

We will fully investigate each complaint and keep the written records for three years.  These will include all the actions we took in response to the complaint and the outcome of the investigation.  

 Equal Opportunities:

We are committed to equal opportunities and take complaints about discrimination seriously. 

Lumieres Performing Arts Academy records information about the ethnic background, age, gender, religion, sexual orientation and disability of everyone who makes a complaint so that we promote and maintain our equal opportunities commitment.  We will keep all information confidential.

Comments and Suggestions

We hope that your concerns can always be resolved through the above listed steps, however we welcome comments and suggestions that can help us improve our services.  The feedback we obtain from our students and their parents/carers will help us to continue to improve our service.

Contact Information
Lumieres Performing Arts Academy
9 Ingram Street
[email protected]