How do I report a concern about a school or instructor?

How do I report a concern about a school or instructor?

Different concerns have different paths. The right one depends on what's happening.

For booking-specific issues

Contact the school directly first. Their contact details are on their profile and on your booking confirmation. Most issues — date changes, refund questions, sizing problems, lesson content disagreements — are resolved fastest by talking to the school. The school is the party you have the contract with. See what Find a Ski School's role in the booking is.

If the school does not respond, open Account support for help with the platform, or use Report a concern if the issue involves safeguarding, fraud, or conduct. A support ticket does not override the provider's booking terms.

For safeguarding concerns

If you believe a child or vulnerable person has been harmed or is at risk, this takes priority over everything else.

• In the moment — get them to safety and call your local emergency services if anyone is in immediate danger. The report form is not monitored around the clock and is never a substitute for the emergency services.
• Then report — use the Report a concern form, choose Safeguarding as the concern type, and mark it urgent. You don't need an account, and you don't have to give your name.

Your report comes to Find a Ski School's safeguarding team — and only to us. We review every report and decide what happens on the platform, which can include pausing the listing while the report is open. Pausing is a precaution, not a finding. We don't investigate the underlying allegation ourselves — that is for the school responsible and, where appropriate, the authorities — and we cooperate with local authorities where required.

For fraud or misrepresentation

Fraud includes:

• A school taking payment and not delivering the lesson
• A school or instructor claiming qualifications they don't hold
• Reviews that appear to be fake or coordinated
• Identity theft of a real ski school by a different operator

Use the Report a concern form and choose Fraud as the concern type. Include what evidence you can describe — dates, amounts, screenshots you hold, communications. If a report is upheld, the profile can be suspended or removed.

For platform issues

Login problems, account settings, search bugs, and payment processing errors not caused by the school are platform issues. Open Account support to create a request and keep the replies together. If you cannot sign in, use the public contact page. The FASS assistant can explain supported tasks and help open support pages when enabled. It does not automatically submit a ticket or safeguarding report; complete the relevant form yourself.

Support replies are emailed to the account that opened the ticket with a link back to it. Sign in to that account to read or reply. Support staff can see when the ticket and displayed public replies were viewed in the account support page; this does not prove that an email was read.

For incorrect profile information

Choose Incorrect profile information on Report a concern and describe what is wrong and what it should say. This creates a support ticket for a profile correction rather than a safeguarding case. Include a contact email if you want a reply about the correction.

Who sees your report

A safeguarding or conduct report goes to Find a Ski School's safeguarding team. Incorrect profile information follows the separate support route described above. We do not pass it to the school or instructor concerned unless you tell us we may — or someone's safety, or the law, requires it. Your name and contact details are never shared with them either way. The form asks you directly whether we may share the substance of what happened, and whether there is a safe way to contact you.

What we can and cannot do

• We can pause, suspend or remove a school or instructor listing — pausing while a report is open is a precaution, not a finding
• We can revoke a Verified badge if documents turn out to be falsified
• We can cooperate with local authorities and provide records on request
• We cannot force a school to refund you outside their own cancellation terms — your contract is with them, not us
• We cannot intervene in a personal disagreement that isn't fraud or safeguarding

Anonymous reports

You can report anonymously — the form works without a name, an email or an account. Anonymous reports are harder to act on because we can't follow up for clarification, so leave a safe way to reach you if there is one. Your identity is never shared with the reported party.

After you report

You'll get a reference number the moment the report is sent — keep it if you need to refer to the report later. We review every report; we don't promise a fixed response time, and the form is not monitored around the clock, which is why anyone in immediate danger should always go to the emergency services first.