AI Science Tutor
Complaints Policy
Version 1.0 | Last updated: 27 August 2026
This Complaints Policy explains how complaints about the AI Science Tutor are handled by Mr Mark Scates, a sole trader trading as Online Science Tuition.
It applies only to the AI Science Tutor, including its accounts, subscriptions, billing, educational service, safety controls and related customer service. Separate one-to-one tuition services will have their own terms and complaints arrangements.
We aim to deal with complaints fairly, respectfully and as promptly as reasonably possible. Nothing in this Policy limits any statutory consumer or data-protection right that cannot lawfully be excluded or restricted.
At a glance
• You can complain by email, telephone or post. Email is normally the quickest method and creates a clear written record.
• We aim to acknowledge a complaint within 5 business days.
• We aim to provide a substantive response or final outcome within 14 business days where reasonably possible.
• If a complaint needs longer investigation, we will explain the delay and aim to give a final response within 30 calendar days unless the matter is unusually complex or a different legal time limit applies.
• Complaining will not reduce your statutory consumer rights or your right to seek independent advice or legal redress.
• A safeguarding emergency should not be submitted through this complaints process. In an immediate UK emergency, call 999.
1. What counts as a complaint
1.1 A complaint is an expression of dissatisfaction about the AI Science Tutor where the person making the complaint would like a response, explanation, correction or remedy.
1.2 Complaints may concern, for example: account registration or access; subscription or billing issues; cancellation or refunds; service availability; the quality or accuracy of the educational service; inappropriate or unexpected AI output; safety or moderation decisions; accessibility; privacy; customer service; or the way a previous concern was handled.
1.3 A simple request for information, account assistance or technical support is not automatically treated as a formal complaint. If it becomes clear that you are dissatisfied and want the matter investigated, we will treat it as a complaint.
2. Who can make a complaint
2.1 The adult customer, subscriber or account holder may make a complaint.
2.2 A student who uses the AI Science Tutor may also raise a concern or complaint about their own use of the service, including a safety, privacy or educational concern.
2.3 A parent or legal guardian may complain on behalf of an under-18 student where appropriate. We may need to consider the student’s own privacy and data-protection rights before disclosing personal information to another person.
2.4 We may ask for reasonable information to verify identity, account ownership or authority before discussing confidential account information.
3. How to make a complaint
3.1 You can complain using any of the contact methods in section 11. Email is normally the most efficient method.
3.2 Please provide, where available: the name of the adult customer or student; the email address used for the AI Science Tutor account; the approximate date of the problem; a clear description of what happened; any relevant screenshots or transaction references; and what outcome you are seeking.
3.3 Please do not send passwords, full payment-card numbers, unnecessary medical information, government identification numbers or other highly sensitive information with a complaint.
3.4 If the complaint concerns a particular AI Tutor response, you may provide the wording or a screenshot if needed to explain the problem. We will only use it as reasonably necessary to investigate and respond to the complaint.
4. How we will handle a complaint
4.1 We will review the complaint fairly and consider the information reasonably available to us.
4.2 Where appropriate, we may check account information, subscription status, system records, safeguarding metadata, technical logs, correspondence and other records relevant to the issue.
4.3 Ordinary Tutor conversations are not kept in a permanent WordPress conversation database, and safeguarding records deliberately contain limited metadata rather than the student’s full message. This means that our ability to reconstruct an earlier Tutor interaction may sometimes depend on information supplied by the complainant.
4.4 We may ask reasonable follow-up questions if more information is needed. If the complaint concerns a third-party service, such as Stripe, OpenAI, hosting or security infrastructure, we may need to investigate the part of the issue that falls within our control and explain where another provider is responsible for a separate part.
4.5 We will not disadvantage a student merely because they or their parent or guardian has made a complaint in good faith.
5. Response times
5.1 We aim to acknowledge a complaint within 5 business days of receiving it.
5.2 We aim to provide a substantive response or final outcome within 14 business days where reasonably possible.
5.3 If the matter cannot reasonably be concluded within 14 business days, we will aim to tell you why more time is needed and when you can expect the next update.
5.4 We aim to issue a final response within 30 calendar days unless the complaint is unusually complex, depends on information from another organisation, involves a legal or safeguarding issue that reasonably requires more time, or a different statutory time limit applies.
5.5 These are service targets rather than a waiver or replacement of any shorter or specific deadline imposed by applicable law.
6. Possible outcomes and remedies
6.1 Depending on the circumstances, an outcome may include an explanation, correction of account information, restoration of access, correction of a billing status, cancellation of future renewal, a refund where legally required or otherwise agreed, a repeat or alternative provision of the service, an apology, a technical change, or another proportionate remedy.
6.2 We will consider statutory consumer rights when deciding what remedy is appropriate. Services supplied to consumers must be performed with reasonable care and skill, and statutory remedies may apply where the service does not meet the legal standard or what was agreed.
6.3 A complaint about an AI-generated answer does not automatically mean that a refund is due. The AI Science Tutor is an educational aid and can make mistakes, but we will consider whether the service as a whole was supplied in accordance with the contract and applicable consumer law.
6.4 Refunds and ordinary subscription cancellation are also governed by the AI Science Tutor Cancellation and Refund Policy and the AI Science Tutor Terms and Conditions.
7. Privacy complaints
7.1 A complaint about personal information may be handled under this Policy and the AI Science Tutor Privacy Notice.
7.2 You may ask to exercise a data-protection right at any time. We may need to verify identity before acting on a request.
7.3 If you remain dissatisfied with how personal information has been handled, you have the right to complain to the Information Commissioner’s Office (ICO). Details are provided in the AI Science Tutor Privacy Notice and at ico.org.uk.
7.4 Making a complaint to us first is usually helpful, but it does not remove any right to contact the ICO directly.
8. Safeguarding and urgent safety concerns
8.1 This complaints procedure is not an emergency or continuously monitored safeguarding service.
8.2 If there is an immediate danger or emergency in the United Kingdom, call 999 or ask a trusted adult to call 999.
8.3 Non-emergency safeguarding concerns relating specifically to use of the AI Science Tutor may be raised using the contact details in section 11 and will be considered in accordance with the AI Science Tutor Safeguarding and Child Safety Policy.
8.4 A complaint about an automated safety refusal will be considered where reasonably possible, but we will not disclose confidential security rules, internal prompts or detailed information that could make it easier to bypass safeguarding or security controls.
9. If you are not satisfied with our final response
9.1 If you remain dissatisfied, you may ask us to reconsider any material fact that you believe was missed or misunderstood. Please explain clearly what you believe should be reconsidered.
9.2 You may also obtain independent consumer advice. In England and Wales, the Citizens Advice Consumer Service can provide information about consumer rights. Equivalent consumer-advice services are available in Scotland and Northern Ireland.
9.3 Alternative dispute resolution (ADR) can sometimes provide an independent way to resolve a consumer dispute without going to court. Where we are required by law or contract to participate in a particular ADR or other dispute-resolution arrangement, our final complaint response will provide the relevant information required by law.
9.4 We may agree voluntarily to mediation or another suitable dispute-resolution process in an appropriate case, but nothing in this Policy commits either party to a particular voluntary ADR provider unless we expressly agree to it.
9.5 Nothing in this Policy prevents either party from exercising a legal right to bring proceedings in an appropriate court.
10. Customers outside the United Kingdom
10.1 We operate from England and do not specifically market the AI Science Tutor to every country from which the website may be found or accessed.
10.2 A customer outside the UK may use this complaints process. We will consider the complaint under these procedures while preserving any mandatory consumer, privacy or dispute-resolution rights that apply in the customer’s country and cannot lawfully be excluded.
10.3 Where a local law requires a different complaint, response or dispute-resolution process, we will comply with that requirement to the extent it applies to us.
11. Contact details
Complaints should be sent to:
Mr Mark Scates trading as Online Science Tuition
Sole trader
155 Ford Lane, Rainham, Essex, RM13 7BA, United Kingdom
Email: markscates486@yahoo.com
Telephone: 07722 510681
Please include “AI Science Tutor complaint” in the email subject line where possible.
12. Changes to this Policy
12.1 We may update this Policy to reflect changes in the AI Science Tutor, our complaints process, applicable consumer law or dispute-resolution requirements.
12.2 The latest version will be published on the website with an updated version number or date.
12.3 A change to this Policy does not remove any statutory right or remedy that already applies to a complaint or consumer contract.