Amanda

Started well

My son has been doing online tutoring for maths with Natalie for a year. He got on well and really liked her. However a number of issues with meetings starting late (or in some instances not at all) over the year, due to lack of communication/technical. Initially as a parent I had feedback and son was given homework. This stopped approx Sept 25 until I queried why homework was not being set. No feedback voluntarily provided on feedback (having had tutors for another child it’s standard to get this after every session). Take care with the terms and conditions, school holidays, public holidays are not considered (there was an expectation for my son to attend a session 5pm Xmas Eve). I ended the agreement a week ago as we have moved to a local tutor and a week after sending an email confirming this I have not even received an acknowledgment (bar auto plan cancellation)from Natalie. Didn’t work for us , lack of communication which def needs to be worked on. Disappointing and frustrating for my son who now has to build a relationship with another tutor.

• Overall

by Amanda about Tutor Nat and Esi (Private Tutor) on 17/02/2026

Response by Tutor Nat and Esi on 18/02/2026:

Dear Parent,

Thank you for taking the time to share your feedback. We are truly sorry for the frustration this experience has caused. Teaching your son has been a pleasure, and we take all feedback seriously.

We’d like to explain the recent lack of communication. At the time you sent your cancellation request, your tutor faced complications following eye surgery, requiring urgent medical care and was medically unfit to work or respond.

Once we learned of your decision, the managing co-owner promptly cancelled the plan to prevent further charges. We could not send a personal reply from your tutor, so you only received our cancellation notice, and we apologise if this felt impersonal.

To clarify, your plan was one hour every two weeks, and no pause had been requested during school holidays. Lessons continue on a rolling basis unless a pause or cancellation is requested, including school and public holidays, as many families maintain tuition for continuity. Pause requests are always accommodated.

Regarding feedback and homework, we fully agree these are important. Post lesson feedback is always happily provided when requested, and parents who ask for updates consistently receive them, unfortunately this was not requested.

A homework concern was previously raised and promptly addressed. The last homework was assigned in December, before the tuition was requested to be paused. Following that, homework was limited because the December lesson was cancelled, and as a result, January’s homework was skipped. Additionally, your tutor’s surgery in Jan led to further necessary and timely cancellations, leaving fewer lessons in which to assign work.

During this period, a cover tutor was offered to maintain consistency in your son’s lessons; however, this was declined per your request. Consequently, lessons were rescheduled following the tutor’s recovery.

We aim to provide consistent, high-quality support and fair policies, but recognise clearer communication can prevent misunderstandings and are reviewing our processes to improve.

We are glad to hear your son has found a local tutor and we sincerely wish him every success with his maths studies. Building a new tutor relationship can take time, but we hope it proves to be a positive step for him.

Thank you again for your honest feedback, and please accept our sincere apologies for any inconvenience caused.

Kind regards,
NEA Learning Management