Fifth Floor, Tavistock House, Tavistock Square, London WC1H 9HX

General Enquires: 020 7388 8744

Assessments: 020 7383 3724


Complaints procedure for university students



Bernadette Kirwan is the Independent Dyslexia tutor/coach who works with students funded by the various national funding bodies. 

If you are unhappy with the coaching/tutoring you receive here we would like you to tell us. All complaints will be dealt with in a professional and non-confrontational manner.


All of the professional practitioners who work at IDC are self-employed professionals and therefore there is no manager who is responsible for their work. If you wish to make a complaint about the work a tutor is doing, there are two courses of action.


Stage 1

In the first instance, please discuss the complaint with your tutor, Bernadette Kirwan.

Stage 2

If you are uncomfortable about doing that, please contact one of the other practitioners here, via the centre telephone number, to discuss your concerns and needs. During term-time that person will arrange to listen to your complaint within 3 working days of your phone call to the centre.


The person who listens to your complaint will offer to discuss your complaint with the tutor concerned to see whether they can negotiate a resolution. They will reply to you by phone within 3 working days of talking to Bernadette Kirwan about your complaint.


If no resolution can be found, you will be advised of the procedure to follow to change to a tutor with another provider. This involves you getting in touch with your Needs Assessor and requesting a change of provider. At the same time Bernadette Kirwan would have to inform Student Finance England that you no longer wished to work with her, and that you wanted to change provider.


Stage 3

If you remain dissatisfied with the way that your complaint has been dealt with you can address your complaint to ADSHE, the Association of Dyslexia Specialists in Higher Education. Bernadette Kirwan is a registered member of this organisation. You will be required to provide written details of your grievance against the individual tutor in writing to the Chair of ADSHE. The procedure is explained in ADSHE’s Complaints Procedure, item 3: External complaints against an individual member of ADSHEat

Please note in November 2017 we relocated to a new office. Our address is

IDC, Fifth Floor, Tavistock House, Tavistock Square, London WC1H 9HX

Our new office is approximately a one minute walk away from the old office.

Our telephone numbers and email addresses remain the same.