Our approach
Here at The Seasons Art Class, we pride ourselves on providing a five-star service. On the rare occasions that something does not go as expected, we want to make sure any concerns are dealt with fairly, clearly and efficiently.
If something has gone wrong, the first step is making sure the right person is made aware so they can look into the matter.
The Seasons Art Class is a franchise network. The Seasons Art Class UK Ltd is the franchisor, which provides the brand, curriculum, training, support and operating standards for the network.
Each local branch is independently owned and operated by a Branch Owner, known as the franchisee. The Branch Owner is responsible for running their local Seasons Art Class business, including their classes, bookings, payments, tutors, venues and day-to-day contact with students.
This means that most concerns about a local class should be raised directly with the relevant Branch Owner in the first instance.
This policy explains who to contact and how complaints will be handled.
Complaints about a local branch
If your complaint relates to a local class or branch, you must contact the relevant Branch Owner first.
This includes complaints about:
- classes, tutors or class assistants
- venues
- bookings, payments, refunds or cancellations
- starter packs, materials or retail items supplied by the branch
- local advertising, emails or social media
- how the branch has handled your personal information
- any other matter relating to the day-to-day running of a local branch.
The Branch Owner is responsible for investigating and responding to complaints about their own business.
You can find their contact details on local branch communications, booking emails or the branch website.
Complaints about The Seasons Art Class UK Ltd
Please contact The Seasons Art Class UK Ltd directly if your complaint relates to our central business or services.
This may include:
- the main Seasons Art Class website
- national marketing or central communications
- curriculum, manuals or resources created by head office
- a member of the head office team
- information handled directly by The Seasons Art Class UK Ltd
- another matter that relates to the franchisor rather than a local branch.
Please email:
If you contact head office about a branch complaint
If you send a complaint to The Seasons Art Class UK Ltd which relates to a local branch, we will normally explain that the Branch Owner is responsible for dealing with the matter.
We may share your complaint with the Branch Owner so that they can investigate and respond.
We may also consider whether the complaint raises concerns about Seasons Art Class standards or franchise requirements.
The Seasons Art Class UK Ltd does not normally investigate or decide complaints on behalf of independently operated branches. This includes decisions about refunds, local payments or other matters between a student and a Branch Owner.
How to make a complaint
Complaints to The Seasons Art Class UK Ltd must be made by email.
Please include:
- your name and contact details
- the name of the branch, where relevant
- a clear description of what has happened
- the date or dates involved
- copies of any relevant emails, receipts or other information
- the outcome you are hoping for.
Providing this information will help the right person investigate your complaint properly.
What will happen next?
The person dealing with your complaint will:
- acknowledge your email within 5 working days;
- investigate the matter fairly;
- aim to provide a full response within 20 working days; and
- contact you with an update if more time is needed.
Some complaints may take longer where further information is needed or where we need to speak to other people involved.
Children’s classes and safeguarding concerns
Concerns relating to a child’s welfare, safety or safeguarding may need to be dealt with under our Children’s Classes Safeguarding Policy rather than this complaints process.
Where this applies, the concern will be handled using the appropriate safeguarding process.
Data Protection Complaints
Who can make a data protection complaint?
Anyone can make a complaint about how their personal information has been handled.
This includes students, prospective students, parents or guardians, tutors, staff, suppliers, franchisees, website users and anyone else whose personal information may be involved.
You may wish to complain if you believe that personal information has been collected, used, stored, shared or handled incorrectly.
Examples include:
- receiving marketing that you did not expect or want;
- incorrect personal information being held about you;
- personal information being shared without a clear reason;
- difficulty accessing your personal information;
- information being kept for longer than necessary; or
- a possible loss, misuse or unauthorised disclosure of personal information.
Who should receive a data protection complaint?
You should send your complaint to the organisation responsible for handling the personal information concerned.
Contact the relevant Branch Owner first where your complaint relates to information collected or used by a local branch. This may include local enquiries, bookings, attendance, payments, class communications or local marketing.
Contact The Seasons Art Class UK Ltd at info@theseasonsartclass.com where your complaint relates to personal information collected or used by head office. This may include the main website, central communications, national marketing, franchise support or head office records.
Each local branch and The Seasons Art Class UK Ltd are responsible for the personal information they handle.
How we will handle data protection complaints
The person or organisation dealing with your data protection complaint will:
- provide a clear way for you to raise your concern;
- acknowledge receipt of your complaint within 30 days;
- take appropriate steps to investigate it without undue delay;
- keep you informed where needed; and
- tell you the outcome without undue delay.
We may ask for further information where this is needed to understand the complaint or confirm your identity.
Contacting the Information Commissioner’s Office
You have the right to raise a concern with the Information Commissioner’s Office, the UK regulator for data protection.
We encourage you to contact the relevant Branch Owner or The Seasons Art Class UK Ltd first, so that there is an opportunity to investigate and respond.
Further information is available from the Information Commissioner’s Office.
Policy review
This policy will be reviewed regularly and updated where necessary.