complaints policy

We want to make sure all tutors, students, graduates and affiliates can provide feedback or raise a complaint about any aspect of our service or the operation of our establishment or facilities at any time.

The aim of The HGA Complaints policy is to improve the quality of our services by ensuring that we respond to them in a positive, and constructive way.

Therefore, we take all complaints we receive as an opportunity to improve our customer care, and overall business structure. All feedback is taken seriously.

The Holistic Grooming Academy will take every step appropriate to understand all issues or concerns, and to devise ways of resolving them as and when they arise, in a way that ensures the complainant agrees. 

We aim to resolve issues in a way that is justifiable, and fair for all. 

Complaints will be addressed promptly with the aim of providing a formal response within 14 days, and will be open, and communicative during the process of resolution. The complainant will be actively involved in resolving the issue until there is a mutual agreement in place, that all are satisfied with.

If you are not happy with the outcome of your complaint, you can ask us for an appeal, or in more extreme circumstances (bullying, discrimination etc.), you may look at external agencies to lodge a report. 

We hope that our strict anti-bullying and discrimination policies will prevent such incidences from arising. 

PROCEDURE

The complainant must put their complaint in writing to Stephanie Zikmann, including evidence that supports the complaint. This will then be thoroughly investigated and dealt with promptly.

Complaints must be acknowledged on receipt, with a time frame of 14 days from receipt to resolution stated in the letter of receipt.

Stephanie will investigate the complaint thoroughly and may ask for additional information if this is required. If necessary any tutors concerned in the complaint will be asked to provide information.

A decision will be made within 14 days and the complainant informed of this in writing.

Should the complainant disagree with the decision, they have to right to take this, in writing, to an external agency. 

Testimonials and complaints can be provided:

• in person, verbally to Stephanie Zikmann, or by approaching a tutor

• in writing by email to woof@stephaniezikmann.coach under subject heading: Complaint or Testimonial. 

• by telephone on 07436893914

• in writing by mail to The Holistic Grooming Academy. 21 London Road, Kilmarnock. East Ayrshire. Scotland, UK. KA3 7AA.

• Complainants are encouraged to lodge their complaint in writing along with evidence. This will assist with understanding the nature of the complaint and ensure that the facts provided are correct.

• The complaint will be registered on our Complaints Tracker.

• Complainants have the right to lodge their complaint with an external agency.

• Complainant should request, and fill in a Complaints Form by requesting one via email: woof@stephaniezikmann.coach.

• If a concern or complaint is minor and able to be addressed at the point of service, Stephanie will record the issue and any actions taken in the Complaints Book upon resolution.

• Any complaints received by our service are registered on our Complaint Tracker. Each will be acknowledged, and investigated. The complainant will receive feedback on how the complaint was managed and resolved once the case is closed. 

• All information regarding complaints will be kept confidential amongst the staff concerned with its resolution.

• Complaint documentation will be stored on the cloud under a password-secure file and only accessible to Stephanie.

• We will use all information within our complaints to continue to improve our services.