Complaint about Kumon East DulwichSummary of concerns• Safeguarding failure: My child was allowed to leave the building alone and unsupervised, which caused me serious alarm and demonstrates inadequate safeguarding procedures. Fortunately, I was waiting outside and was able to intervene. On previous occasions a teacher or volunteer had escorted my child to me, so this lapse was both unexpected and unacceptable. As a result, I cancelled our agreement with the centre immediately.• Unprofessional conduct: Ms Constance displayed repeated dismissive and inconsistent behaviour, including raising her voice during sessions and adopting a noticeably different tone when I raised concerns about fees. These interactions caused distress for my daughter and undermined my confidence in the centre’s professionalism. Additionally, her manager failed to respond to my emails after I explained I was unavailable for phone calls, which compounded the lack of clear, respectful communication.• Poor educational practice: Despite my child’s demonstrated progress at school, Ms Constance continued to assign only basic single-digit addition tasks, which I consider unproductive and not aligned with the learning plan discussed at the assessment.My child reported that Ms Constance raised her voice during sessions when my child used its fingers or lost focus. This caused anxiety and reluctance to attend.• Financial opacity and potential unfair treatment: I was charged a £45 registration fee that appears to have been avoidable had I been informed of a promotional free-registration window. I was not told about this option at registration and received no satisfactory explanation despite multiple emails and an in-person query.I was offered a reduced invoice for a half-month start showing 16th September as the start date. I later learned that starting on 16th September would have exempted me from the £45 registration fee due to a promotion; instead I was encouraged to start on 15 September, which incurred the fee.• Discriminatory or inconsistent treatment: My child was not provided with the standard Kumon pencil case and was given an envelope instead, while other children who registered after my child received full equipment and, in at least one case, were not charged the registration fee.Impact• Emotional harm: My child experienced anxiety and distress as a direct result of staff behaviour during sessions.• Loss of trust: The combination of poor communication, inconsistent treatment, unanswered emails, and the safeguarding incident has led me to lose confidence in the centre’s management and safeguarding.• Financial harm: I was charged a £45 registration fee that appears to have been avoidable had I been informed of the promotional window.I also lost the November payment, and after the safeguarding issue I stopped taking my child there.
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