Client FAQs

Registration and Login

How do I register?

To register, please contact london@brutonlloyd.com or call our London offices on +44 207 493 5875. Once we have registered you, you will receive an email to set your password and login. Please only click on the link in the email once, after which the link will expire. If the link has expired by accident, please go to the login page and click ‘Forgotten password?’ to receive a new link. If the problem persists, please contact us at london@brutonlloyd.com and we will be happy to help.

I forgot my password. What do I do?

Please click ‘Forgotten your password?’ on the login page and enter the email address you have registered with. You will be sent a password reset link to your email address.

I cannot log in. What do I do?

If you have entered the correct email address and password and cannot log in, please contact us at london@brutonlloyd.com and we will be happy to help.

Are my personal details secure?

Your privacy is important to us. Your password is encrypted with salted one way hashes, and the connection is encrypted as well. Bruton Lloyd do not store any passwords on their servers. For further details on how your data is stored, please refer to our Privacy Policy.

Booking Lessons

How do I book a lesson?

On the platform, click on a tutor to see the tutor’s calendar and availability, then email the tutor to request a lesson. Once you have agreed on a time, the tutor will schedule the lesson and you will receive an email asking you to approve payment and confirm the lesson.

How do I reschedule a lesson?

You reschedule a lesson by cancelling the existing lesson and booking a new lesson, as described above.

What if I need to cancel a lesson?

You can cancel your lesson on the platform by selecting a lesson and clicking “Cancel” on your “Payments” page (if you pay by credit/debit card) or “Approvals” page (if you pay by bank transfer).

Payments

How do I pay for a lesson?

If you have chosen to pay online via your credit/debit card, you will have to “approve” each lesson and payment by clicking the “approve” button on your Dashboard and/or Payments page in order to authorise payment. You can view a record of all your card payments on your Payments page on the platform. If you are paying via bank transfer, you will receive an invoice for a set amount of lessons upon prior agreement with Bruton Lloyd.

My card payment has failed. How do I pay?

Your card payment has failed for one of the following reasons:

Reason 1. Your card details are incorrect. Please check your bank details are correct and try to “approve” the payment again.

Reason 2. Your card has expired. In this case, please update your card details or add a new card in ‘My Account’.

Reason 3. Your card is blocked. In this case, please contact your bank to resolve the issue or add a different card in ‘My Account’.

Are my card details secure?

Yes, your card details are secure. Payment Services on Bruton Lloyd’s Online Tutoring Platform are provided by Stripe Payments Europe, Ltd., a PCI compliant service (Payment Card Industry Data Security Standards, PCI DSS). Bruton Lloyd do not store any payment information on their Servers. All card payments are processed by Stripe. Bruton Lloyd do not see any card information on the servers or systems, except for the last four digits of the card number. For further details on how your card details and payment information are processed, please refer to our Terms and Conditions.

Do you have a question that hasn’t been answered above?