Little Music Stars is committed to providing a high-quality, welcoming and professional experience for all families and customers.

If a customer has a concern or complaint, we encourage them to raise it as soon as possible so that the matter can be addressed promptly and fairly.

Stage 1 - Local Resolution

Where appropriate, customers should initially raise their concern directly with their local Little Music Stars Franchisee or class leader. Many matters can be resolved quickly through an informal conversation.

Stage 2 - Formal Complaint

If the matter cannot be resolved locally, or if the customer would prefer to raise the matter directly with Little Music Stars HQ, a formal complaint can be submitted in writing to:

info@littlemusicstars.co.uk

The complaint should include:

·        the customer's name and contact details;

·        the relevant franchise territory, class or service;

·        a clear description of the concern;

·        any relevant dates or supporting information; and

·        the outcome the customer is seeking, where applicable.

Little Music Stars will acknowledge a formal complaint as soon as reasonably practicable and will aim to provide a full response within 14 days. Where additional investigation is required, the customer will be kept informed.

All complaints will be handled fairly, respectfully and confidentially.

Where a complaint relates to safeguarding, health and safety or another matter requiring immediate action, it will be handled in accordance with the relevant Little Music Stars policy.

Records of formal complaints and their outcomes may be retained where appropriate for business, regulatory and quality-assurance purposes.