A clear route to a real person.
This candidate separates ordinary support, formal complaints, human review and urgent help. Named owners, cover and response promises are not yet approved.
The process requires consumer-law, privacy and safeguarding review and proof that named people can operate it. It is not a promise that a future account, AI review or billing complaint service is currently open. This text is not an approved account, subscription, privacy, cancellation, acceptable-use, copyright, complaints, safety or security policy, is not legal advice and is not accepted anywhere in the current service. Parent accounts, paid pupil profiles, checkout, real uploads and pupil-facing AI remain closed. See the legal and trust status for the documents that apply to today's public preview.
Candidate version candidate-0.1 · prepared 7 September 2026 · no effective date
Use emergency help for immediate danger
Do not wait for a complaint reply if anyone is in immediate danger in the UK. Call 999. A child or young person can contact Childlinefree on 0800 1111. How2Revise is not a crisis line or emergency service.
Choose the right route
- Website or revision-method problem: ordinary support.
- Billing, cancellation or refund: billing review by an adult-facing team.
- Privacy or a data right: a restricted privacy process that recognises the child may hold the right.
- Unsafe or wrong AI suggestion: human review of the output and product decision, without treating the AI as the reviewer.
- Safeguarding handling: a restricted safeguarding escalation, separate from ordinary support.
- Accessibility or adjustment: an accessible alternative or product correction route.
- Copyright: the copyright and takedown candidate.
- Security weakness: the separate security-reporting candidate.
What to include
Use the minimum information needed:
- which page, feature or decision is involved;
- what happened and approximately when;
- what outcome or adjustment would put it right;
- an adult account reference only if needed; and
- a safe way to reply.
Do not send a password, PIN, one-time passcode, full card number, card security code, whole schoolwork page or unnecessary information about a child. A screenshot should have names, schools, addresses and unrelated information covered first.
Proposed handling
- Acknowledge the complaint in an accessible form and give a reference.
- Route it to a person with the right role and restrict access to the minimum team.
- Preserve only necessary evidence and do not copy child text into general analytics or model training.
- Investigate the facts, provider record and applicable policy rather than accepting an automated decision at face value.
- Give progress information when the investigation cannot finish promptly.
- Explain the outcome, correction, refund or other action and the route to internal escalation.
No final service-level target is published because accountable owners and continuity cover are not yet verified. The approved process must state only response times the company can staff. Current UK data-protection complaint rules include an accessible complaint route, acknowledgement within 30 days, appropriate investigation, progress updates and an outcome without undue delay; the 30 days is a maximum, not a target for waiting. The process must be re-checked against the ICO's current guidance before approval.
Human review
A pupil or adult could challenge an AI route, safety restriction, profile decision or support outcome. The reviewer would see only the minimum necessary record, consider the pupil's explanation and best interests, and be able to change the result. A complaint could not be used to retaliate, remove an unrelated entitlement, lower a pupil's progress or train a model.
A pupil would not be forced to complain through a parent where doing so might be unsafe. The approved process must provide an age-appropriate direct or trusted-adult route while verifying identity proportionately before disclosing personal information.
How to make a current public-site report
The branded addresses are delivery-tested, but monitored human handling is not yet verified, so public email routes remain closed. Write to ECOMMERCE ONLINE LTD, 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX, marked “Complaint” and the relevant category. Include only the minimum information. Postal contact is not an emergency route.
External routes
A person can complain to the Information Commissioner's Officeabout data protection. The final consumer process must name an alternative-dispute-resolution body or platform only if qualified review confirms it genuinely applies and the company will participate. This candidate does not invent one or restrict a person's right to seek advice.
Approval still required
Named internal roles, coverage, response targets, record retention, escalation, four-nation consumer routes and the final human-review authority remain unresolved. This candidate has no effective date and must not be cited as evidence that staffed complaints handling is live.