Here at Multiply Music Group, we expect that all students, staff members and parents/guardians treat each other with respect and patience.

If a student, parents and/or guardian has a complaint about MMG services, the following process is to be completed.

  1. Complaint is made to a staff member of MMG
  2. This complaint is brought to the attention of the senior member of staff on site at the time
  3. The senior member of staff discusses the issue with the parents (If it’s an issue which can be dealt with there and then and be handled by that member of staff)
  4. If the complaint is of high standing and the senior staff member can’t satisfy the customer with their training, then upper management is to be called if it’s an urgent matter. If it’s not urgent, then the issue is to be recorded in the handover booklet for management to review the next day. If recorded here, the senior staff member is to record the following information: Name of student & parent, date of event & time, and what the complaint consisted of. (Phone numbers are not needed as this information is already recorded). Following this record, senior management will then call the parents and rectify this complaint.

Common / Expected Complaints that could appear and levels of Staff who deal with such complaints (All complaints are dealt with immediately. If this can’t be done, they are recorded in the “handover book” and informed to Higher Management dealt with in 24 hours of the complaint).

Senior Staff

  1. A lesson starts late
  2. Progression of student progress
  3. Error in machinery (drums, coffee, gaming consoles)
  4. Disruptive class performance (If a student is misbehaving and teacher doesn’t show to be adequately dealing with the situation) – Teacher’s uniform and unpunctual professionalism

Higher Management (E.g., Huw Williams or Office Staff)

  1. Wish to cancel classes due to any reason
  2. Change In teachers
  3. A customer showing up at wrong time
  4. Customer referral’s refunds (Promotion discount) – Incorrect Billing
  5. Change In teachers
  6. Complaints about a teacher in their teacher or any other reasons

These examples above are just some which may occur. Any other complaints that occur, please as a default arrangement address to Higher Management.

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