Complaints Policy

We want to resolve concerns fairly, promptly and respectfully, and to learn from them. Anyone using or affected by Fame Factor may complain. A child may complain directly or with help from a parent, carer, teacher or other trusted adult.

Making a complaint in good faith will not cause a learner or account holder to be treated unfairly or lose access as a punishment. Necessary safety, security or payment restrictions may still apply independently of a complaint.

Many issues can be fixed quickly by emailing support@famefactor.co.uk. Tell us what happened, when it happened, the account or organisation affected, what outcome would help, and any safe supporting evidence. Do not email passwords or unnecessary information about a child.

Send the concern to support@famefactor.co.uk with “Complaint” in the subject line, or write to the address below. We will acknowledge it within five working days. We may ask a focused question, explain an immediate fix or confirm that a formal review is needed.

A person with suitable authority, and who was not the main subject of the complaint where practicable, will review the relevant records and speak to people who can help. We aim to give a written response within 20 working days of receiving enough information to investigate. If the issue is unusually complex, we will explain the delay and provide a revised date.

• The response will summarise the issue and evidence considered.
• It will state whether the complaint is upheld, partly upheld or not upheld.
• Where appropriate, it will explain an apology, correction, service change or other remedy.
• It will explain how to request a senior review.

If you remain dissatisfied, ask for a senior review within 10 working days of the Stage 2 response. Explain briefly what you think was missed or what outcome remains unresolved. A senior person not previously responsible for the decision, where practicable, will check whether the process and outcome were fair and reasonable, then provide Fame Factor's final written outcome.

A child does not need to use legal language. We will explain the process in a way they can understand and may involve the adult responsible for their account when appropriate and safe. You may use a representative.

Tell us if you need reasonable adjustments, a different format, extra time, help putting the complaint in writing or another communication method. We will protect confidentiality as far as possible, sharing information only with people who need it to investigate, respond or meet a legal or safeguarding duty.

We record the complaint, evidence, outcome and action taken. Complaint and support records are normally kept for two years after closure unless an active dispute, safeguarding need or legal obligation requires longer. We review themes to improve training, content, product design and service quality.

For a complaint about personal information, please first give Fame Factor—or the school or centre acting as controller—an opportunity to respond. You may then complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. Other statutory or consumer rights are not affected by this policy.

Fame Factor does not claim that Ofsted supervises this online product, so this policy does not direct complaints to Ofsted.