1. Introduction
At Harley Institute of Aesthetics, we are committed to maintaining high standards of education, professional conduct, learner support and clinical practice.

We recognise, however, that concerns may occasionally arise. We regard constructive feedback and properly raised complaints as an important opportunity to review our services, address concerns fairly and improve the experience of our learners, patients, models and other stakeholders.

This Complaints Procedure explains how concerns and complaints may be raised and how they will be considered by the Institute.

We aim to ensure that complaints are handled:

• Fairly

• Respectfully

• Promptly

• Impartially

• Confidentially, where reasonably possible

• In accordance with the principles of natural justice

• With appropriate regard to the circumstances of each case

No individual will be disadvantaged for raising a genuine concern or complaint in good faith.

2. Scope of This Procedure
This procedure may be used by:

• Prospective learners

• Applicants

• Enrolled learners

• Former learners

• Course delegates

• Clinical Fellowship participants

• Patients

• Models or clinical participants

• Parents or representatives, where appropriate

• Members of the public

• Other individuals who have directly engaged with the Institute or its services

Complaints may relate to matters including:

• Admissions or enrolment

• Teaching and learning

• Academic support

• Administrative services

• Learner communication

• Facilities

• Fees and payments

• Conduct of staff or representatives

• Practical or clinical training

• Clinical supervision

• Patient or model experience

• Health and safety

• Equality, dignity and respectful treatment

• Access to services

• Programme administration

• Any other aspect of the Institute's services

3. Matters Covered by Separate Procedures
Certain matters may be considered under separate policies or procedures. These may include:

• Academic appeals

• Assessment decisions

• Academic misconduct

• Learner disciplinary matters

• Fitness to practise or professional suitability

• Safeguarding concerns

• Data protection concerns

• Employment matters

• Admissions decisions based solely on published entry requirements

• Matters that are subject to legal or regulatory proceedings

Where a concern is more appropriately dealt with under another procedure, we may transfer the matter to the relevant process and inform you accordingly.

4. Our Approach to Resolving Concerns
We encourage concerns to be raised at the earliest reasonable opportunity.

In many cases, an issue can be resolved quickly and informally through discussion with the relevant member of staff, tutor, programme team or department.

Where possible, we encourage individuals to seek an informal resolution before submitting a formal complaint.

However, we recognise that this may not always be appropriate. You may proceed directly to a formal complaint where:

• The matter is serious

• You have already attempted to resolve the matter informally

• You do not feel comfortable raising the matter directly with the person concerned

• The circumstances make informal resolution inappropriate

5. Stage One: Informal Resolution
Where appropriate, concerns should initially be raised with the person, team or department most directly responsible for the matter. This may include:

• A tutor or lecturer

• Programme or course administrator

• Student support representative

• Clinical supervisor

• Fellowship coordinator

• Admissions team

• Another appropriate member of staff

The purpose of informal resolution is to understand the concern and seek a practical and proportionate solution without the need for a formal investigation.

We will endeavour to address informal concerns as promptly as reasonably possible.

An informal resolution does not prevent you from submitting a formal complaint if you remain dissatisfied.

6. Stage Two: Formal Complaint
If a matter cannot be resolved informally, or where informal resolution is not appropriate, you may submit a formal complaint.

Formal complaints should normally be submitted in writing. Your complaint should include:

• Your full name

• Your contact details

• Your learner or applicant reference number, where applicable

• The Programme or service to which the complaint relates

• A clear description of the matter

• Relevant dates and locations

• The names or roles of individuals involved, where known

• Details of any steps already taken to resolve the matter

• Any supporting evidence

• The outcome or resolution you are seeking

• Any other information you consider relevant

Complaints should be submitted as soon as reasonably possible after the matter giving rise to the complaint.

Where a significant period of time has passed, we may ask you to explain the reason for the delay. We reserve the right not to investigate matters where a delay has materially affected our ability to conduct a fair and reliable review.

7. Acknowledgement of Your Complaint
We will normally acknowledge receipt of a formal complaint within a reasonable period. The acknowledgement may:

• Confirm that your complaint has been received

• Explain the next stage of the process

• Request further information or evidence

• Confirm whether the matter will be investigated under this procedure

• Advise you if another procedure is more appropriate

Acknowledgement of a complaint does not imply that the complaint has been upheld.

8. Investigation of a Complaint
Where a formal investigation is required, the Institute will appoint an appropriate person or representative to review the matter.

The nature and extent of the investigation will depend upon the circumstances and seriousness of the complaint. The investigation may involve:

• Reviewing relevant documents and records

• Considering correspondence and communications

• Reviewing attendance or academic records

• Reviewing clinical or operational documentation where relevant

• Speaking with relevant members of staff

• Seeking information from other individuals involved

• Reviewing policies and procedures

• Considering supporting evidence

• Requesting further information from the complainant

We will endeavour to ensure that the person considering the complaint approaches the matter fairly and objectively.

9. Timescales
We aim to handle complaints without unnecessary delay.

However, the time required to investigate a complaint may vary depending upon:

• The complexity of the matter

• The availability of relevant information

• The number of individuals involved

• The need to obtain evidence

• The nature of any clinical or academic issues

• Whether the matter involves another organisation or external body

Where we are unable to provide an outcome within the timeframe originally indicated, we will endeavour to provide an update and explain the reason for the delay.

We ask complainants to recognise that a thorough and fair investigation may take time, particularly where complex academic, professional or clinical matters are involved.

10. Outcome of a Formal Complaint
Following consideration of the complaint, we will normally provide an outcome in writing. The outcome may:

• Uphold the complaint

• Partially uphold the complaint

• Not uphold the complaint

Where appropriate, the response may explain:

• The issues considered

• The findings of the review

• The reasons for the decision

• Any actions the Institute intends to take

• Any further options available to you

The action taken will depend upon the nature and findings of the complaint. Possible outcomes may include:

• An explanation or clarification

• An apology where appropriate

• Correction of an administrative error

• A review of a process or decision

• Additional support or guidance

• Changes to administrative procedures

• Review of relevant policies

• Further staff training

• Clinical or professional review

• Other proportionate action

A complaint outcome does not necessarily require the Institute to disclose confidential information relating to another individual.

11. Stage Three: Request for Review
If you remain dissatisfied with the outcome of your formal complaint, you may request a review.

A request for review should normally explain clearly why you believe the original complaint outcome should be reconsidered.

A review is not ordinarily a complete re-investigation of the original complaint. It will normally consider whether there are grounds to believe that:

• The complaints procedure was not followed properly

• Relevant information or evidence was not adequately considered

• New and material evidence has become available that could not reasonably have been provided earlier

• The outcome was unreasonable in light of the information available

A request for review should include any relevant supporting information.

Where appropriate, the review will be conducted by a person who has not previously been directly involved in considering the complaint.

The decision following the review will normally represent the conclusion of the Institute's internal complaints process.

12. Complaints Relating to Academic Matters
Concerns relating specifically to academic assessment, marks, grades or academic decisions may be subject to separate academic regulations or appeal procedures.

A complaint should not normally be used simply because an individual disagrees with the academic judgement of an assessor.

However, concerns regarding:

• Procedural irregularity

• Administrative error

• Failure to follow published procedures

• Bias

• Unfair treatment

• Other relevant circumstances

may be considered under the appropriate procedure.

Where an academic matter is raised through the complaints process, we will determine the most appropriate procedure for considering it.

13. Complaints Relating to Clinical or Practical Training
Where a complaint concerns clinical, practical or supervised training, the Institute will consider the matter with particular regard to:

• Patient and participant safety

• Learner competence

• Appropriate supervision

• Clinical governance

• Professional standards

• Documentation

• Consent

• Scope of practice

• Applicable legal and regulatory requirements

Where a complaint raises an immediate concern regarding patient safety or professional conduct, the Institute may take immediate action while the matter is being investigated. This may include restricting or suspending participation in clinical activities where reasonably necessary to protect patients, models, learners or staff.

14. Complaints from Patients and Clinical Models
Patients, models and clinical participants are entitled to raise concerns regarding their experience with the Institute or its supervised clinical activities.

We take such concerns seriously and will consider them in accordance with the nature of the service provided.

Where a complaint involves clinical treatment, the review may include consideration of:

• Clinical records

• Consent documentation

• Treatment records

• Supervision arrangements

• Clinical photographs or documentation, where relevant

• Communication with the patient or model

• Applicable clinical governance procedures

Where appropriate, a clinical matter may be referred to the relevant clinical lead, practitioner, professional body, insurer or other appropriate authority.

15. Confidentiality
Complaints will be handled with appropriate sensitivity and confidentiality.

However, it may be necessary to share information with relevant individuals in order to:

• Investigate the complaint

• Obtain evidence

• Respond fairly

• Protect health and safety

• Meet legal or regulatory obligations

• Take appropriate action

We cannot guarantee absolute confidentiality where disclosure is necessary for the fair consideration of a complaint or where we have a legal, professional or safeguarding obligation to share information. All personal information will be handled in accordance with our Privacy Policy and applicable data protection requirements.

16. Complaints Made by Representatives
We may accept a complaint made on behalf of another person where appropriate.

Where a complaint is made by a representative, we may require written authority from the person concerned before discussing personal or confidential information.

Additional requirements may apply where the matter concerns a child, a person with impaired capacity or another individual requiring appropriate representation.

17. Anonymous Complaints
Anonymous complaints may be considered where sufficient information is provided to enable us to investigate the matter.

However, the ability to investigate and respond to an anonymous complaint may be limited.

18. Unreasonable or Persistent Complaints
We are committed to considering genuine complaints fairly.

However, we may take appropriate steps where communications or conduct are:

• Abusive

• Threatening

• Harassing

• Discriminatory

• Repeated without presenting new grounds

• Excessively burdensome

• Otherwise unreasonable

This will not prevent us from considering the substantive issues raised.

Where necessary, we may set reasonable boundaries regarding the manner or frequency of communication.

19. No Detriment for Raising a Genuine Complaint
The Institute will not tolerate victimisation or unfair treatment of an individual because they have raised a genuine complaint in good faith.

However, this does not prevent the Institute from taking appropriate action where a complaint is knowingly false, malicious, discriminatory, abusive or otherwise made in bad faith.

20. Learning and Continuous Improvement
We use complaints, concerns and feedback as part of our commitment to continuous improvement.

Where appropriate, information arising from complaints may be reviewed to identify:

• Recurring concerns

• Opportunities for service improvement

• Training requirements

• Policy or procedural improvements

• Quality assurance issues

• Wider institutional learning

Personal information will be handled appropriately when complaints are used for quality improvement purposes.

21. External Organisations and Partners
Some programmes, qualifications or services may involve external academic, clinical, accreditation, awarding or institutional partners.

Where a complaint relates partly or wholly to the responsibilities of another organisation, we may:

• Consider the matter jointly where appropriate

• Refer the relevant aspect of the complaint to the appropriate organisation

• Provide information about the appropriate procedure

Where information is shared, we will do so in accordance with applicable data protection and confidentiality requirements.

22. Contact Details
Formal complaints and correspondence relating to this procedure should be submitted using the Institute's designated contact channel.

Harley Institute of Aesthetics
A trading division of the European School of Applied Sciences
Hamilton House
4 Mabledon Place
4th Floor, Bloomsbury
London WC1H 9BB
United Kingdom
Email: [email protected]
Telephone: 020 3475 3758