Complaints Policy and Procedures
How to make a complaint
This document sets out our Complaints Policy and Procedure and is aimed at our Centre at East London Beauty Academy, Learners and all interested parties who encounter a direct or indirect service from ELBA
We have high expectations in ensuring that East London Beauty Academy delivers our qualifications to the highest standards possible to the Learners who undertake them and our aim every day is to exceed the expectations of our customers.
We are confident of providing a high-quality service and would be extremely disappointed if this is not the case.
Therefore, it is important should you feel you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons.
What does the policy cover.
This policy covers complaints Learners, members of the public or Centers may wish to make in relation to the qualifications and associated services offered by ELBA.
It is not to be used to cover enquiries about services offered by ELBA or appeals in relation to decisions made by ELBA. Should a complaint be submitted which is, in fact, an enquiry or an appeal we will respond to inform the relevant party that the issue is being considered in accordance with our Appeals Policy.
If you are unhappy about the way an examination or assessment was delivered and conducted and you suspect malpractice may have occurred, you should send your concern to us in accordance with the arrangements in our Malpractice and Maladministration Policy.
All of ELBA Staff staff who are involved in the management, assessment and quality assurance of our qualifications, and your Learners, are aware of the contents of the policy and that our Centre has a Complaints Handling Procedure and Appeals Process in place to deal with complaints from Learners about the services they provide from our Centre.
ELBA will review the policy and its associated procedures annually as part of our self-evaluation arrangements and revise it as and when necessary in response to customer, Learner or Regulatory feedback (e.g., to align with any Appeals and Complaints Process established by the Regulators) and any trends that may emerge in the subject matter of complaints received. If you would like to feedback any views please contact us via the details provided at below.
How should I complain?
All of our staff has been trained to help our customers and they all like to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with you.
If they cannot help or you wish to speak to someone else, you can ask to speak to the Manager in charge of that office.
If this is not possible, or if you are not satisfied with the help provided by the Manager, please send a written complaint, normally within one month of the event you are complaining about, and address it to us at the contact details outlined at the end of the policy.
Learners and/or members of the public who wish to complain about a level of service provided by ELBA at the Center that they have taken an ITEC qualification should have exhausted their Centre’s own complaints process before bringing the complaint to ITEC. However, Learners can make the complaint directly to ITEC in exceptional circumstances where they feel there was a significant breach by the Centre of our various procedures.
If I complain what details do I have to give?
When you contact us, please give us your full name, contact details including a daytime telephone number along with:
• A report that should contain the following if possible and relevant:
• Copies of correspondence between the Learner and the Centre regarding the complaint
• A statement of the circumstances and facts surrounding the complaint
• Written statements from all Learners concerned
• Details of the Centre’s procedure for informing Learners’ of ITEC’s policies
• Any work of Learners and other assessment material relevant to the investigation
• Any other supporting documents relevant to the complaint
• Each complaint will be considered on an individual basis by ELBA Quality Assurance Team based on all of the
Complaints brought to our attention by the regulators
Where the Regulators notify us about failures that have been discovered in the assessment process or other activities of another awarding organisation, these will be reviewed in the same manner as other external complaints in accordance with the procedures below to ascertain if the same issue could affect ELBA qualifications.
Confidentiality and Whistleblowing
Sometimes a complainant will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to us, and if you are concerned about possible adverse consequences, please inform ELBA that you do not wish for us to divulge your identity. If it helps to reassure you on this point, ELBA can confirm that we are not obliged (as recommended by the Regulators) to disclose information, if
to do so would be a breach of confidentiality and/or any other legal duty.
While we are prepared to investigate issues which are reported to us anonymously, we shall always try to confirm an allegation by means of a separate investigation before taking up the matter with those the complaint/allegation relates. At all times we will investigate such complaints from whistleblowers in accordance with relevant whistleblowing legislation.
What will happen to my complaint
We will acknowledge receipt of your complaint within 2 working days, letting you know who is investigating your complaint.
We aim to investigate the complaint within 10 working days. If your complaint is more complex or involves people who are not available at the time, we may extend this by 10 working days. We may contact you within this period to seek further information or clarification (in some instances we may recommend a meeting.) At the end of the
What happens if my complaint is upheld?
If any part of your complaint is upheld we will respond to the Complainant accordingly and give due consideration to how we can improve our service and arrangements. For example, by reviewing our procedures to assess the impact of our arrangements and assessment process (if relevant) or arranging for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behaviour of our staff is deemed inappropriate.
In situations where a complaint has been successful and indicates a failure in our assessment processes, we will as appropriate, take actions such as:
• Identify any other Learner who has been affected by that failure.
• Correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure
• Ensure that the failure does not recur in the future
What happens if i am not happy with the outcome?
WHAT IF I AM NOT HAPPY WITH THE REPLY?
If you disagree with the decision the first point of call is ELBA Customer Service.
If you are still unhappy with the decision taken by ELBA in reviewing the complaint you can, where relevant, take the matter through our Appeal arrangements which are outlined in our Appeals Policy.
If after you have exhausted our Appeals arrangements and you are still unsatisfied with the outcomes, you can complain/appeal directly to the relevant Regulatory Authority for the qualification.
If you have any queries about the contents of the policy, please contact ELBA Customer Service on
+44 (0) 208 981 2558 or email them at firstname.lastname@example.org
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East London Beauty Academy
Bow Business Centre
153 – 159 Bow Road
Phone: +(44) 208 981 2558
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