Learner Complaints Policy

Scope

This policy covers complaints from learners, applicants and employers about any aspect of K Academy, the training centre of KCLINICS SKIN & LASER LIMITED (trading as KClinics): teaching and support, facilities and equipment, administration, fees and communication, or the conduct of staff or other learners. Disagreement with an assessment decision is handled under the Appeals Policy instead. Complaints about clinic treatments are handled under the KClinics Complaints Procedure.

How to complain

Tell your tutor or the academy team as soon as possible; many issues can be put right straight away. If you prefer, or if the matter is not resolved, write to support@kclinics.co.uk or to the clinic address marked "Academy complaint", giving your name, course, what happened, when, and what outcome you are seeking.

What we will do

We acknowledge every written complaint within 3 working days. the Head of Centre investigates and replies in writing within 15 working days; if more time is needed you will be told why and given a new date. Where the complaint is about the Head of Centre, a director of the company who was not involved will handle it.

If you are not satisfied with the response you may ask, within 10 working days, for a review by a director. The review reply is the centre's final response.

Escalation

If your complaint concerns a regulated qualification and you have exhausted the centre's procedure, you may raise it with VTCT. If it concerns the way VTCT has handled a matter, Ofqual may be contacted. The centre will tell you how to do so.

Learning from complaints

Complaints are logged, reviewed at the centre's quality meetings and used to improve courses and services. Making a complaint in good faith never affects a learner's assessment or treatment.