Policies
Complaints Policy & Procedure
Bella Jules Academy · Version 1.0 · Approved by Kimberley Hodson-Walker, Academy Director
Bella Jules Beauty, Aesthetics and Training Ltd is committed to providing a professional, supportive and high-quality learning experience. We welcome feedback as an opportunity to improve, and this policy explains how to make, investigate and resolve complaints fairly, consistently and promptly.
What this covers
Complaints may relate to course delivery, trainers or assessors, learner support, facilities, customer service, assessment processes, administration, academy policies, health and safety, or equality and diversity. It applies to learners, prospective learners, staff, visitors, models and clients involved in practical assessments.
Informal resolution
Where possible, please raise concerns informally with the trainer, assessor or relevant member of staff first — ideally within 5 working days of the incident. Most concerns can be resolved quickly through discussion. If the matter cannot be resolved informally, a formal complaint may be submitted.
Formal complaints procedure
Stage 1 — Submission
Submit your complaint in writing, including your full name, contact details, course attended (if applicable), date of the incident, details of the complaint, any supporting evidence and your desired outcome. Send to kim@bellajules.co.uk or call 07778 963287.
Stage 2 — Acknowledgement
We will acknowledge your complaint within 5 working days, confirming receipt, the investigation process and expected timescales.
Stage 3 — Investigation
The Academy Director or a designated senior staff member will review the complaint, gather evidence, interview relevant parties if required, and review policies and records. Investigations are normally completed within 10 working days; if more time is needed you will be informed.
Stage 4 — Outcome
You will receive a written response setting out the findings, any actions taken, the reasons for the decision and how to escalate if you remain dissatisfied. A complaint may be upheld, partially upheld or not upheld, and may result in recommendations, staff training or a review of procedures.
Escalation
If you remain dissatisfied you may request a review within 10 working days of the decision. The review will, where possible, be conducted by a senior member of staff not previously involved. The outcome of the review is final.
Confidentiality & fairness
All complaints are handled confidentially and stored securely in line with our Data Protection Policy. Complaints are handled fairly regardless of any protected characteristic, and reasonable adjustments are made where required. Records are retained securely for a minimum of 3 years. We reserve the right to discontinue investigation of complaints found to be malicious, frivolous, vexatious or abusive.
Questions about this policy? Contact Bella Jules Beauty, Aesthetics and Training Ltd, kim@bellajules.co.uk or 07778 963287.