iRock School of Music Customer Complaints Policy

At iRock School of Music, we are dedicated to providing the very best service. To help us achieve this, we welcome your feedback – whether it’s sharing what we’re doing well or letting us know when something hasn’t gone right. If you do need to raise a concern, our aim is to resolve it as quickly and as fairly as possible.

You can expect to be treated with courtesy, respect and fairness at all times, and we kindly ask that the same courtesy, respect and fairness is shown to our team when handling your complaint.

We do not tolerate threatening, abusive or unreasonable behaviour. In the rare event that this occurs, we reserve the right to end communication immediately

Our complaints procedure is designed to:

  • Handle complaints fairly, efficiently and effectively
  • Ensure consistency and professionalism in the way all complaints are managed
  • Maintain and improve customer satisfaction
  • Use feedback constructively to shape and improve our services.

Who this policy applies to:

  • Any partner school or third-party partner receiving a service from iRock School of Music
  • A parent, legal guardian or carer raising a concern on a child’s behalf
  • Anyone who believes they have been unfairly refused a service.

How to make a complaint

We aim to resolve most concerns quickly and informally. In the first instance, you can contact our team in any of the following ways:

If you are a parent, legal guardian or carer:

If you are a partner school or third-party partner:

If you are not satisfied with our response or do not wish to pursue an informal solution, you may pursue a formal complaint. To do this please put your complaint in writing to:

If you are a parent, legal guardian or carer:

  • By email:
  • By webform:
  • By post:
    • Rock School of Music, Wellesley House, 10 Eelmoor Road, Farnborough, GU14 7QN, United Kingdom

If you are a partner school or third-party partner:

  • By email:
  • By webform:
  • By post:
    • Rock School of Music, Wellesley House, 10 Eelmoor Road, Farnborough, GU14 7QN, United Kingdom

What happens next?

You will receive acknowledgement of your complaint within five working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint. You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.

Please note that if your complaint applies to a member of iRock staff, we may not always be able to inform you of the outcome, this is due to GDPR and employment law. We will, however, endeavour to give you as much information as possible to conclude the complaint.

Requesting reasonable adjustments to our complaints process

Our aim is to make our service complaints policy easy to use and accessible for everyone. We will take steps to make any reasonable adjustments needed to access this policy, or action any requests to provide responses in other formats.

If you are unable to contact us in writing because of a disability and need a reasonable adjustment, please call us on: 0330 174 2655

Can you take your complaint elsewhere?

If your complaint falls under any of our other policies, such as Safeguarding, for example, your complaint will be handled according to that policy, to ensure all guidance and legislation is being followed accurately.

For general help and guidance when making a complaint, you can contact Citizens Advice using the following details:

  • Adviceline: 03444 111 444
  • Text relay: 03444 111 445

Date of last review: 26th August 2025

Policy Owner: Becky GoCool, Head of Customer Experience

Approved by: iRock Board of Directors

Date of next review: August 2026

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