COMPLAINTS
& SERVICE
RESOLUTION

01

We want to resolve concerns well

Langlear is operated by Langlear LLC, a limited liability company registered in New Mexico, United States. Langlear welcomes constructive feedback and takes complaints seriously. We aim to understand what happened, communicate clearly and reach a proportionate outcome.

Who may use this policy?

What this policy covers

What is handled differently?

02

Tell us what has happened

Many concerns can be resolved quickly through ordinary support. Langlear does not continuously monitor every lesson-group message, so posting in a Langlear WhatsApp Group does not automatically notify Langlear that investigation or administrative action is required. If you want Langlear to act, contact Langlear privately. If you want a matter treated as a formal complaint, state this clearly and use the dedicated complaints address.

Information to include

When to complain

Please raise the concern as soon as reasonably possible. Prompt reporting makes it easier to preserve messages, understand events and find a practical solution. Langlear may still consider an older complaint where there is a good reason for delay, continuing impact, safeguarding relevance or another important concern.

Accessibility and support

Tell Langlear if you need reasonable help to make or understand a complaint. A Parent/Guardian may support a child. Another person may assist where the complainant authorises them and Langlear can appropriately verify that authority.

Respectful communication

Strong disagreement is permitted; abuse is not. Langlear may set reasonable communication boundaries where messages become threatening, discriminatory, persistently repetitive or unrelated to resolving the complaint. This will not prevent consideration of the underlying issue.

03

What Langlear will do

If more time is needed

A complex complaint, unavailable evidence, multiple countries, safeguarding issue or external referral may take longer. Langlear will explain the reason, identify any information still needed and provide a revised update date.

Fair handling

Conflicts of interest

Where practicable, a person materially involved in the events should not make the final decision. As Langlear may operate with a small team, a fully independent internal reviewer may not always be available. Any conflict and the steps taken to manage it will be explained where appropriate.

04

Possible resolutions

The appropriate outcome depends on what is established, the seriousness and impact of the issue, relevant terms and any mandatory rights. Outcomes may include:

The written outcome

Langlear will normally summarise the issues considered, evidence reviewed, findings that can appropriately be shared, the outcome, actions and any review route. Privacy or safeguarding duties may limit what can be disclosed about another person.

Requesting a review

A complainant may request a review within 10 working days of the outcome where they identify a material factual error, relevant evidence not reasonably considered, a significant procedural problem or a clearly disproportionate outcome.

The review is not a complete restart merely because the complainant disagrees. Where practicable, someone not materially involved will review the identified grounds. If no independent internal reviewer is available, Langlear will explain this and reconsider the grounds as fairly as possible.