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Complaints Policy

VSPA SPA AND BEAUTY ACADEMY
COMPLAINTS PROCEDURE
info@vspaacademy.co.uk

  1. Policy Statement

Vspa Spa and Beauty Academy is committed to providing the best possible service to all learners, visitors, and partners. However, we understand that on occasion, individuals may feel dissatisfied and are entitled to have their concerns addressed promptly, fairly, and confidentially.

Learners are encouraged to raise concerns informally with their tutor, manager, or a member of the staff team. Many issues can be resolved quickly this way. If a resolution is not possible or appropriate, a formal complaint can be made in writing.

This policy complies with all relevant UK legislation, including the Consumer Rights Act 2015, Equality Act 2010, and UK GDPR (Data Protection Act 2018).

  1. Scope and Purpose

This policy applies to all learners, visitors, employers, and members of the public who interact with the Academy. We value both positive and critical feedback as a means to continually improve our training, facilities, and customer service.

We aim to:

  • Listen and respond to your feedback.
  • Take appropriate action to resolve any issues.
  • Use your comments to inform future improvements.
  1. Responsibilities

Our Head Office team is responsible for logging and monitoring complaints. An annual report is submitted to the Head of Academy and Advisory Board, identifying trends and response times.

Students are reminded of their responsibilities, especially if the complaint concerns their course. All students are expected to follow the Academy’s ABC Code of Conduct:

  • A = Attendance
  • B = Behaviour
  • C = Commitment (e.g. meeting deadlines)
  1. Confidentiality and GDPR

All complaints are handled confidentially and in accordance with our Privacy Policy. Personal data will only be used for the purpose of investigating the complaint. Records are kept secure and retained only as long as necessary.

  1. How to Make a Complaint

You can make a complaint by:

  • Speaking directly to your Subject Tutor, Personal Tutor, or Programme Coordinator.
  • Providing feedback via student questionnaires or focus groups.
  • Completing a feedback form (available from reception).
  • Sending a written complaint via email to:
    info@vspaacademy.co.uk

If your complaint is about the Head of Academy, you should still use the above email, and it will be escalated to an appropriate senior manager.

  1. Complaints Procedure

Stage 1 – Informal

In the first instance, we encourage students to raise issues informally with a relevant staff member. Many concerns can be resolved quickly at this stage.

Stage 2 – Formal

If the issue is not resolved informally, a formal complaint should be submitted in writing to info@vspaacademy.co.uk. The Academy will:

  • Acknowledge receipt within 3 working days.
  • Appoint an appropriate manager to investigate.
  • Aim to provide a full response within 20 working days. If there is a delay, the complainant will be kept informed.
  1. Outcome of Investigation

Complaints will be categorised as:

  • Upheld – fully justified, with corrective action taken.
  • Partially upheld – partially justified, with appropriate follow-up action.
  • Not upheld – not justified, no action required.

The investigating manager will:

  • Ensure records are updated.
  • Notify any staff involved of the outcome.
  • Inform the complainant of the decision.
  • Escalate any safeguarding, equality, or disability-related issues to the relevant manager.
  1. Appeals

If you are dissatisfied with the outcome, you may request a review. This will be conducted by a different manager and overseen by the Head of Academy. Every effort will be made to resolve the matter to the satisfaction of all parties.

  1. Timeframes

Timeframes in this policy are for guidance and may be extended in exceptional circumstances. Complainants will be notified in writing if delays occur.

  1. Vexatious or Serial Complaints

We reserve the right to refuse to investigate complaints that are clearly vexatious, repetitive, or unreasonable. In such cases, the matter may be referred to our legal team. The Academy has a duty of care to protect staff from unreasonable behaviour.

  1. Feedback and Compliments

We also welcome positive feedback and suggestions. Please feel free to email compliments or general comments to info@vspaacademy.co.uk, clearly marked for the attention of the Head of Academy.

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