The academy is committed to delivering high quality services and therefore, encourages students to inform us of any causes of concern or areas for improvement. At the same time, it is expected that students who are raising complaints have observed their obligations as members of the academy. They should behave in a way that meets their course requirements, as well as academy regulations, with reasonable consideration for others.
We aim to handle complaints in a way that:
- Is fair for everyone.
- Is sympathetic, serious and confidential.
- Facilitates a quick resolution.
- Allows the academy and the student to mutually to benefit from the experience.
How to Complain
This procedure outlines a number of simple routes for any student or user, depending of the seriousness of the complaint. The following list indicates examples of the types of complaints covered by this procedure:
- Misinformation about the course.
- Poor teaching or supervision.
- Insufficient facilities.
- The behaviour of a member of staff.
- The behaviour of another student.
- A fault in the academy’s service.
Guidance 1: Minor Complaints
Complaints of a minor nature should be raised with the member of staff available, aiming to resolve the problem directly and informally. It is likely that the vast majority of complaints will be resolved in this way. If this is the case for your concern, you should raise it within 7 days of it occurring so that your teacher can fully investigate and address it accordingly. If your complaint is about the teacher, it would be more appropriate to follow ‘Guidance 2’.
Guidance 2: Moderate Complaints
If you are:
- Not satisfied with the outcome of your complaint using ‘Guidance 1’.
- Raising a complaint about the teacher, which you feel would be best addressed over a phone call or email instead of face-to-face.
- Wishing to discuss a sensitive or personal issue that you would prefer to talk about 1-to-1 outside of the office environment.
- You are no longer on your training course.
Please contact Faye as soon as possible so that she can investigate your concern and respond to you within 5 working days.
Guidance 3: Significant Complaints
If you are not satisfied with the outcome of ‘Guidance 2’, your complaint/appeal will need to include the list of information below. This may be in writing or by email. At this stage, it is likely that you will be asked to substantiate any complaints or allegations with written factual evidence and/or signed statements from witnesses. This will assist us in reaching a speedy conclusion to the complaint and responding to you within 28 days.
If you are posting your complaint/appeal, please send it to: Henford Clinic, 72 Henford, Yeovil, Somerset, BA20 1UY
If you are emailing your complaint/appeal, please send it to: info@fmpermanentcosmetics.co.uk
List of what to include in the complaint/appeal:
- Student’s name.
- Teacher’s name.
- Training course name.
- Date of the incident.
- Details of the incident.
- Evidence/witness names and statements surrounding the incident.
- Your desired outcome/changes to be made from raising the concern.
- Student’s signature and date of sending the complaint/appeal.
The Academy’s Guarantee
If you have a concern, do not hesitate to raise it. We would love to hear from you as early as possible to resolve the problem and to improve our services for the future.
We welcome your suggestions/concerns and will treat them seriously by following our previously stated procedures and timescales.
Please note that complaints will not always produce the outcome you are looking for. For instance, policy decisions or resourcing beyond the academy’s control may affect the level of service provided. That being said, we will inform you of the final decision of your complaint and the reasons behind it.