Complaints & Appeals Policy
The Holistic Grooming Academy (HGA)
Version: 1.0
Effective Date: 15/07/2026
Review Date: 15/07/2026
1. Purpose
The Holistic Grooming Academy (HGA) is committed to delivering high-quality professional education, excellent learner support and fair decision-making.
We recognise that, despite our best efforts, concerns may occasionally arise. This policy explains how complaints and appeals will be handled fairly, consistently and transparently.
Our aim is to resolve concerns promptly, respectfully and wherever possible through informal discussion before progressing to a formal process.
2. Scope
This policy applies to:
Prospective students.
Current students.
Graduates.
Individuals making enquiries about HGA services.
It covers concerns relating to:
Customer service.
Tutor support.
Learning materials.
Administration.
Course delivery.
Assessment decisions.
Certification decisions.
Professional Practice Review outcomes.
Student conduct (where appropriate).
3. Guiding Principles
HGA is committed to ensuring that every complaint or appeal is:
Taken seriously.
Treated fairly and impartially.
Investigated appropriately.
Resolved as promptly as reasonably possible.
Handled confidentially where practicable.
No individual will be treated unfairly for raising a genuine concern.
4. Informal Resolution
Many concerns can be resolved quickly through informal communication.
Students are encouraged to contact HGA in the first instance to discuss any concerns before submitting a formal complaint.
Email:
support@holisticgroomingacademy.com
We aim to respond to informal enquiries within five (5) working days.
5. Formal Complaints
If an issue cannot be resolved informally, a formal complaint may be submitted in writing.
Complaints should include:
Your full name.
Course or programme.
A clear description of the issue.
Relevant dates.
Any supporting evidence.
The outcome you are seeking.
Formal complaints should be emailed to:
support@holisticgroomingacademy.com
6. Complaint Process
Upon receiving a formal complaint, HGA will:
Stage 1 – Acknowledgement
Acknowledge receipt within five (5) working days.
Stage 2 – Investigation
Investigate the complaint by reviewing relevant information and, where appropriate, speaking with those involved.
Additional information may be requested.
Stage 3 – Outcome
A written response will normally be provided within twenty (20) working days.
Where additional time is required due to the complexity of the matter, we will keep the complainant informed.
7. Appeals
Students may appeal decisions relating to:
Assessment outcomes.
Certification decisions.
Professional Practice Review outcomes.
Certification renewal.
Academic misconduct decisions.
Appeals must relate to one or more of the following:
A procedural error.
New evidence that was unavailable at the time of the original decision.
Evidence that the decision was unreasonable based on the available information.
Appeals cannot be made simply because a student disagrees with an academic judgement.
8. Appeal Procedure
Appeals should be submitted in writing within 28 calendar days of the decision being communicated.
Appeals should include:
The decision being appealed.
The reason for the appeal.
Supporting evidence.
The outcome sought.
HGA will review the appeal independently where reasonably practicable.
A written outcome will normally be issued within twenty (20) working days.
The outcome of the appeal shall be final.
9. Outcomes
Following investigation, HGA may:
Uphold the complaint or appeal.
Partially uphold the complaint or appeal.
Decline the complaint or appeal.
Where appropriate, HGA may:
apologise;
provide clarification;
review procedures;
amend records;
reconsider an assessment or certification decision;
offer another appropriate resolution.
10. Vexatious or Abusive Complaints
HGA reserves the right to discontinue correspondence where complaints are:
abusive;
threatening;
discriminatory;
repetitive without new evidence;
deliberately misleading;
frivolous or vexatious.
This will not prevent genuine complaints from being fully considered.
11. Confidentiality
All complaints and appeals will be handled confidentially wherever reasonably practicable.
Information will only be shared with those directly involved in investigating or resolving the matter.
12. Record Keeping
HGA will maintain appropriate records of complaints and appeals for quality assurance, legal compliance and continuous improvement.
Information will be handled in accordance with our Privacy Policy.
13. Continuous Improvement
HGA values feedback and views complaints as an opportunity to improve.
Themes arising from complaints and appeals may be used to review:
learning materials;
assessments;
administrative procedures;
student support;
internal policies;
educational standards.
Personal information will not be disclosed during this process.
14. External Resolution
If a complaint cannot be resolved internally and the individual believes their consumer rights have been affected, they may wish to seek independent advice from organisations such as:
Citizens Advice
Advice Direct Scotland (for Scottish consumers)
The relevant UK courts where appropriate
Nothing in this policy affects your statutory rights under UK law.
Contact
The Holistic Grooming Academy
Website: www.holisticgroomingacademy.com