Swindells Music Ltd (trading as AberMusic)
Last updated: 21 January 2026
1. Introduction
At AberMusic, we are committed to providing high-quality music lessons and an excellent experience for all our students. However, we understand that sometimes things may not go as expected. This policy explains how you can raise a concern or complaint about our music lesson services and how we will handle it.
We take all complaints seriously and will do our best to resolve any issues fairly and promptly.
2. Scope
This Complaints Policy applies to all services provided by Swindells Music Ltd (trading as AberMusic), including:
- Music instruction and lessons (in-person and online)
- Music theory teaching and learning support (in-person and online)
- Access to our student portal and practice app
3. How to Raise a Concern
Step 1: Informal Resolution (Speak with your teacher first)
In the first instance, we encourage you to speak with your teacher directly. Many issues can be resolved quickly with a simple conversation.
If you would prefer not to, or if the issue is not resolved, you can contact us.
Contact us at:
- Email: [email protected]
- Address: Unit 11 & 12, Market Hall, Great Darkgate Street, Aberystwyth, Wales, SY23 1DW.
Please provide details of your concern, including relevant dates, the name of the teacher involved (if applicable), and what outcome you are hoping for.
Step 2: Formal Complaint (Email)
If you are not satisfied after the informal step, or if you would prefer to make a formal complaint from the outset, please email:
Email: [email protected]
Please include:
- The student’s name
- A clear description of your complaint (including relevant dates and details of the issue)
- Any relevant supporting information (if available)
- The resolution you are seeking
4. Our Response
We aim to acknowledge all formal complaints within 3 working days of receipt.
We will investigate your complaint thoroughly and fairly, and we will provide you with a full written response within 14 working days. If we need more time to investigate, we will let you know and keep you updated on our progress.
5. If You Remain Dissatisfied
If you are not happy with the outcome of your complaint, we will provide a final written outcome (final decision) after review if the complaint has not been resolved.
6. External Resolution
If we are unable to resolve your complaint to your satisfaction, you may wish to seek independent advice or pursue alternative dispute resolution. For UK-based students, you can contact:
- Citizens Advice: www.citizensadvice.org.uk
7. Contact Us
If you have any questions about this policy, please get in touch:
Swindells Music Ltd (trading as AberMusic)
- Email: [email protected]
- Address: Unit 11 & 12, Market Hall, Great Darkgate Street, Aberystwyth, Wales, SY23 1DW.
We value your feedback and are committed to continuous improvement. Thank you for helping us provide the best possible experience for our students.