Complaints procedure
If something isn't right, please tell us. We treat every concern seriously, respond quickly, and use what we learn to do better.
1. Talk to us first (informal)
Most concerns are resolved quickly by raising them directly. Speak to your child's tutor or email us at hello@bloomacademy.org.uk. We aim to acknowledge within 2 working days and resolve informally within 5 working days.
2. Make a formal complaint
If the informal route doesn't resolve things, put your complaint in writing to hello@bloomacademy.org.uk marked “Formal complaint”, with what happened, when, and what outcome you'd like. A founder will acknowledge within 3 working days, investigate, and give a written response within 15 working days (we'll tell you if a complex case needs longer).
3. Safeguarding concerns
A concern about a child's safety is never a “complaint” to be queued — it goes straight to our Designated Safeguarding Lead. See our Safeguarding page for the reporting routes, including the Redbridge MASH and, in an emergency, 999.
4. If you're still not satisfied
You can ask for your complaint to be reviewed by the other founder, who was not involved in the original response. For complaints about how we handle your personal data, you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk — though we'd always ask you to give us the chance to put it right first.