Complaint Policy for Education and Training

Policy Overview
At JD Aesthetics Training Academy Limited, we are committed to providing high-quality education and training experiences for all learners. We recognize that, from time to time, learners or other stakeholders may have concerns or complaints about their experience with our training services. This Complaint Policy ensures that such concerns are handled fairly, promptly, and transparently, and that we take appropriate steps to address any issues raised. Our aim is to continually improve our services based on feedback and to provide a supportive and responsive environment for all learners.

1. Scope and Purpose
This policy applies to all learners, staff, and other relevant stakeholders involved in education and training programs at JD Aesthetics Training Academy Limited. The policy aims to:
Provide a clear and structured process for raising and resolving complaints.
Ensure that complaints are handled impartially and in a timely manner.
Maintain transparency in the complaint resolution process.
Identify areas for improvement and take corrective action where necessary.
Ensure that all stakeholders are aware of their rights and responsibilities when submitting a complaint.

2. Definition of a Complaint
A complaint is defined as an expression of dissatisfaction or concern regarding:
The quality of the training or educational services provided by JD Aesthetics Training Academy Limited.
The conduct of staff, assessors, or trainers.
The facilities, resources, or environment provided for learning.
Issues related to assessments, including grading, feedback, or the assessment process.
Any other aspect of the learner experience that does not meet the learner’s expectations or requirements.
Complaints can be related to specific incidents, systemic issues, or dissatisfaction with the outcome of an assessment.

3. Principles of the Complaint Process
The following principles will guide the handling of complaints:
Fairness: Complaints will be handled impartially, and all parties will be given an opportunity to present their case.
Confidentiality: The complaint process will be handled with discretion, and confidentiality will be maintained wherever possible.
Timeliness: Complaints will be addressed promptly, with clear communication throughout the process.
Transparency: The complainant will be kept informed of the progress and outcome of their complaint.
Non-retaliation: Complainants will not face retaliation or disadvantage for raising a concern or complaint.

4. Procedure for Making a Complaint
Learners or stakeholders wishing to submit a complaint should follow the steps outlined below:
4.1 Stage 1: Informal Resolution
Step 1: The complainant should first attempt to resolve the issue informally by speaking directly with the relevant staff member (e.g., assessor, trainer, or course coordinator) involved in the situation.
Step 2: The complainant should clearly explain their concern and attempt to reach an amicable resolution. Many issues can be resolved at this stage with open communication and clarification.
Step 3: If the issue is resolved informally, no further action is required, and the complaint is considered closed.
4.2 Stage 2: Formal Complaint
If the complaint is not resolved informally, the complainant can submit a formal written complaint to the Centre Manager or the designated complaints officer.
Step 1: The written complaint should include:
The complainant’s name, contact information, and role (e.g., learner, staff member, etc.).
A clear description of the complaint, including relevant dates, persons involved, and specific details of the issue.
Any supporting evidence (e.g., emails, documentation, photos).
The desired outcome or resolution.
Step 2: The Centre Manager will acknowledge receipt of the formal complaint within 5 working days and will begin the investigation into the matter.
Step 3: The Centre Manager or complaints officer will investigate the complaint by gathering relevant information, interviewing involved parties, and reviewing any supporting documentation.
Step 4: A resolution or response will be provided to the complainant within 15 working days of receiving the formal complaint. If more time is needed to investigate, the complainant will be informed of the expected timeline.
4.3 Stage 3: Appeal of Decision
If the complainant is not satisfied with the outcome of the formal complaint process, they may request an appeal.
Step 1: The complainant must submit a written appeal to the senior management team or the relevant appeals officer within 10 working days of receiving the decision.
Step 2: The appeal should outline the reasons why the complainant believes the original decision was unsatisfactory, including any new information or evidence.
Step 3: The senior management team will review the case and make a final decision within 10 working days. The complainant will be informed in writing of the final decision.

5. Outcome of the Complaint Process
The possible outcomes of the complaint process include:
Complaint Upheld: If the complaint is found to be valid, JD Aesthetics Training Academy Limited will take corrective action to resolve the issue. This may include offering an apology, revising procedures, making adjustments to training materials, or taking disciplinary action where necessary.
Complaint Not Upheld: If the complaint is not upheld, the complainant will be provided with a clear explanation of why the decision was made, along with any supporting evidence or reasoning.
No Further Action: If a complaint is found to be without merit, no further action will be taken, and the matter will be closed.

6. Recording and Confidentiality
All complaints and the actions taken will be documented and stored in a secure and confidential manner.
Only relevant personnel involved in the complaint resolution process will have access to complaint records.
All documentation will be kept for a minimum of three years, in accordance with data protection regulations.

7. Monitoring and Continuous Improvement
Complaints will be monitored and analyzed to identify trends, recurring issues, or areas for improvement in JD Aesthetics Training Academy Limited’s education and training services.
The outcomes of complaints will be reviewed regularly by the senior management team to ensure that appropriate measures are taken to prevent future issues and improve the overall learning experience.
Feedback from complaints will be incorporated into the review and development of training programs, policies, and procedures.

8. Further Action
If a complainant is not satisfied with the outcome of the internal complaint process, they may contact an external body or regulatory authority (if applicable) to seek further resolution.

9. Review of Policy
This Complaint Policy will be reviewed annually to ensure it remains effective, meets regulatory requirements, and reflects best practices. Any updates or changes to the policy will be communicated to staff and learners.

For further guidance on how to make a complaint or if you need assistance during the complaint process, please contact the Centre Manager at JD Aesthetics Training Academy Limited.