1. Our Commitment

At Herstory Beauty Academy, we are committed to providing high-quality education and training. We value feedback from learners and stakeholders and view complaints as an opportunity to improve our services.

2. What Is a Complaint?

A complaint is an expression of dissatisfaction with the service provided by Herstory Beauty Academy, including teaching, assessment, communication, facilities, or the behaviour of staff or learners.

3. Informal Resolution

We encourage all complaints to be raised informally in the first instance. Most concerns can be resolved quickly and amicably by speaking directly with a member of staff or your course tutor.

4. Making a Formal Complaint

If the matter is not resolved informally, you may submit a formal complaint in writing by email or post.

• Email: hello@herstorybeautyacademy.com

• Post: Herstory Beauty Academy, 14b Althorpe Street, Royal Leamington Spa, CV31 2AU

Please include:

• Your full name and contact details

• Details of the complaint

• What steps you’ve already taken to resolve the issue

• Any supporting evidence

5. How We Handle Complaints

• We will acknowledge receipt of your complaint within 3 working days.

• A senior member of staff will investigate the issue within 10 working days.

• You will receive a written response with the outcome and any actions taken.

• If the complaint requires longer to investigate, we will let you know the reason and revised timeline.

6. Appeals

If you are not satisfied with the outcome of your complaint, you may appeal the decision. This should be made in writing within 5 working days of receiving the response. Your appeal will be reviewed by a different senior member of staff.

7. External Complaint

If you remain dissatisfied after the appeals process and your complaint relates to an accredited course, you may escalate your complaint to the awarding organisation.

We will provide guidance on this process upon request.

8. Confidentiality and Fairness

All complaints are handled confidentially and fairly. We are committed to ensuring that complainants are not disadvantaged in any way as a result of raising a concern.

.