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Complaints procedure
If something's gone wrong, we want to know — and we want to put it right.
Tell us first
Most issues are resolved fastest by raising them with the person involved or the supervising tutor on the day. For treatments, speak to the supervising tutor immediately so it can be reviewed there and then.
How to make a formal complaint
If it isn’t resolved informally, put it in writing to enrol@thehairandbeautycollege.co.uk, marked for the attention of the College Director. Include what happened, when, who was involved, and what outcome you’re looking for.
What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledgement | We confirm we’ve received your complaint | Within 2 working days |
| Investigation | We look into it and may contact you for detail | Within 10 working days |
| Outcome | We write to you with our findings and any action | Within 15 working days |
| Review | If you’re not satisfied, you can ask for a senior review | Within 10 working days of your request |
Safeguarding concerns
A safeguarding concern is treated separately and urgently. Contact admin@thehairandbeautycollege.co.uk — this routes directly to our safeguarding lead, monitored 7 days a week. In an emergency always call 999.
External escalation
For complaints about a regulated qualification you can also contact the awarding body — VTCT or Focus Awards — once our internal process is complete. For CPD courses, The CPD Group. We’ll give you the details on request.
Nothing in this procedure affects your statutory consumer rights.
