At The Beautique Beauty Academy, we are fiercely committed to maintaining an elite, practitioner-led clinical environment and premium educational frameworks. We recognise, however, that there may be rare occasions where a student or clinical client feels our execution has fallen short of their expectations. We treat all feedback with the utmost professional seriousness and maintain this formalized **Complaints Procedure** to resolve all disputes constructively, transparently, and internally.
This policy applies explicitly to all clinical treatments delivered under our corporate identity and all educational training pathways managed by THE BEAUTIQUE & TRAINING ACADEMY LTD.
1. Our Principles of Resolution
When handling a formal grievance, our leadership team operates under strict quality-assurance rules:
- Impartiality: Every complaint is handled objectively, assessing documented facts, medical chart histories, or educational logs without bias.
- Confidentiality: Details of your grievance are restricted entirely to senior leadership and necessary internal clinical staff directly involved in the investigation.
- Internal Accountability: We believe that any point of friction can be resolved through professional internal review. Our escalation matrix focuses on providing a definitive resolution directly from academy leadership.
2. The Step-by-Step Resolution Process
To ensure your complaint is tracked and reviewed appropriately, you must follow our formal internal pathway explicitly:
Step 1: Formal Written Submission
All complaints must be submitted in writing to preserve an accurate record of events. Verbal or social media statements cannot be logged as a formal complaint. Please email your grievance directly to our Director and Advanced Practitioner, Chloe Mackenzie, at [email protected].
Please ensure your email clearly references your full legal name, date of treatment or training course, specific nature of the issue, and your desired resolution framework.
Step 2: Formal Acknowledgment (Within 3 Working Days)
Upon receipt of your written email, our administration will review the entry and issue a formal written acknowledgment to you within 3 working days. This response confirms your complaint has been logged, assigned an internal tracking reference, and passed to leadership for comprehensive review.
Step 3: Internal Investigation (14 to 28 Business Days)
Leadership will execute an exhaustive review of the context. For clinical clients, this involves auditing original clinical consultation sheets, medical safety consent forms, patch-test histories, and pre- and post-treatment progress photography. For academy delegates, this incorporates evaluating training modules, practical feedback logs, and safety performance tracking. This thorough process takes between 14 and 28 business days.
Step 4: Definitive Written Resolution Response
Following the conclusion of our internal investigation, we will deliver a comprehensive, final written response via email. This document will outline our clinical or educational findings in detail and present our final, internal resolution decision or remedial proposal.
3. Important Operational Caveats
3.1 Clinical Complications vs. Dissatisfaction
Non-surgical aesthetic treatments (such as dermal fillers, skin boosters, or permanent makeup) carry inherent physiological risks. Experiencing normal treatment side effects???including transient erythema (redness), localized swelling, asymmetry during active healing phases, or standard bruising???does not constitute grounds for a formal complaint or a refund. These possibilities are thoroughly detailed in our mandatory consultation documentation, which all clients sign prior to treatment.
3.2 Training & Academy Performance
Our training modules are rigorously CPD-accredited. If an academy student fails to achieve full practical competency during their live needlework or clinical assessment, we reserve the right to withhold certification on safety grounds. In these instances, our final resolution may focus on offering additional, supervised training sessions rather than issuing financial refunds, as training and registration balances are strictly non-refundable.
4. Final Internal Escalation
Our complaints framework is built entirely around internal resolution managed directly by senior leadership. If you are dissatisfied with our initial remedial proposal, you may request a final internal appeal. The entire dossier will be re-evaluated by our executive team to provide a final, definitive internal decision, which concludes our corporate complaints procedure.
Document Framework Reference: COMP-BTA-2026-V1. Last updated: May 2026.