Complaints and escalation
How to raise a concern with LearnMusic
Use this page when something on the marketplace needs review: a booking, payment, refund, teacher profile, message, account, safeguarding issue, or platform decision. We route complaints by risk and by the flow involved.
If there is immediate danger
LearnMusic is not an emergency service. If someone is at immediate risk, call 999 or your local emergency services first.
For online child sexual exploitation concerns in the UK, use the CEOP Safety Centre as well as telling LearnMusic so we can preserve platform context where appropriate.
CEOP Safety CentreSafeguarding or conduct
Concerns about inappropriate behaviour, unsafe communication, harassment, discrimination, off-platform pressure, or learner welfare.
Bookings, payments, or refunds
Concerns about lesson booking, cancellation, checkout, package credit, payment status, or a refund request that needs support review.
Profile, verification, or account
Concerns about teacher profile accuracy, displayed trust facts, account access, authentication, moderation, or platform decisions.
What to include
The right details help us route the complaint faster.
LearnMusic currently uses Clerk for account authentication and Stripe for payment processing. Please do not email card details or passwords. If a payment is involved, send the booking or checkout context instead.
Your account email address and whether you are a student, parent/guardian, or teacher.
Teacher or student name, booking ID or lesson date/time if available, and the page or message thread involved.
A clear description of what happened, what outcome you are asking for, and whether anyone is currently at risk.
Screenshots, payment references, or message excerpts where they help explain the complaint.
Review path
What happens after you contact us
We triage the complaint by risk. Safeguarding concerns and active booking/payment issues take priority.
We may review account, booking, checkout, Stripe payment status, teacher profile, and on-platform message context relevant to the complaint.
We may ask both sides for information, restrict account features while reviewing, or preserve records where needed for safety or legal reasons.
We respond with the outcome or next action using the contact details you provide. Privacy complaints can also be escalated to the ICO if you remain unsatisfied.
Start with team@learn-music.co.uk
For privacy-specific complaints or data rights, see the Privacy Policy. If you are unsatisfied with a privacy response, you can complain to the UK Information Commissioner's Office.