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Cole Aesthetics Academy · Legal
Complaints Procedure
If something has gone wrong, we want to know. This page explains how to raise a complaint, what we will do with it, and how long each stage takes.
Last updated: 7 August 2026
01
Our approach
We would always rather hear about a problem than have you leave unhappy. A complaint tells us something we did not know, and most are resolved quickly once someone actually looks at them.
You will not be treated differently, have your access affected, or be refused future enrolment because you complained. Complaints are handled seriously, confidentially and without defensiveness.
02
What you can complain about
You can raise a complaint about any part of your experience with us, including:
- Course content — accuracy, quality, or material that is missing or unclear.
- Access problems, technical faults or platform availability.
- Assessment marking, feedback, or how long a result has taken.
- Certificates or CPD credits — delays, errors or non-issue.
- Customer service, communication or the tone of a response.
- Billing, payment or a refund decision.
- Accessibility, or a reasonable adjustment we did not make.
- How we have handled your personal information.
03
Before you make a formal complaint
Many issues are not really complaints — they are things we can fix in one email. A missing certificate, a login that will not work, or an assessment result that seems slow is usually resolved the same week.
So if it is straightforward, just email [email protected] and tell us what has happened. You do not need to use the formal process for that.
Use the process below when the problem is more serious, or when an informal approach has not resolved it.
04
Stage one — raise it with us
Email [email protected] with Complaint in the subject line. Please include:
- Your full name and the email address on your account.
- The course, order number or service the complaint relates to.
- What happened, and when.
- Any relevant screenshots, emails or dates.
- What outcome you are looking for.
What happens next
We will acknowledge your complaint within five working days and tell you who is dealing with it.
We will then investigate — reviewing your account, the course material, the correspondence and anything else relevant — and give you a written response within twenty working days of acknowledgement.
If the investigation needs longer than that, we will tell you why and give you a revised date. We will not simply go quiet.
We will then investigate — reviewing your account, the course material, the correspondence and anything else relevant — and give you a written response within twenty working days of acknowledgement.
If the investigation needs longer than that, we will tell you why and give you a revised date. We will not simply go quiet.
05
Stage two — ask for a review
If you are not satisfied with our stage one response, you can ask for it to be reviewed. Reply to our response within 28 days, explaining which parts you disagree with and why.
A review looks at the original complaint, the investigation and our response afresh. It is not a repeat of stage one — the purpose is to check whether we reached the right conclusion and whether anything was missed.
We will respond to a review request within twenty working days. That response is our final position.
06
What we can do to put things right
Depending on what has gone wrong, we may:
- Explain what happened and why, where a misunderstanding is at the root of it.
- Apologise, where an apology is what is owed.
- Fix the problem — restore access, replace faulty material or correct a record.
- Re-mark an assessment, or have it reviewed by someone else.
- Issue, correct or reissue a certificate or CPD record.
- Correct a billing error or issue a refund, where our Refund Policy allows it.
- Change how we do something, so the same problem does not recur.
We will be honest about what we can and cannot do. Where a refund is not available under our Refund Policy, we will say so and explain why, rather than leave you waiting on an answer that is not coming.
07
Unreasonable or abusive conduct
We take every complaint seriously, but we also expect our own standards of courtesy to be met in return.
Where contact becomes abusive, threatening or persistently unreasonable — for example repeated contact about a matter that has already reached a final response — we may limit contact to a single written channel, or decline to correspond further. We will always tell you in writing before doing so, and will still respond to any genuinely new issue you raise.
08
How we use complaints
We keep a record of complaints and how they were resolved, so we can spot patterns and fix root causes rather than the same symptom repeatedly.
Complaint records are held in line with our Privacy Policy and are kept for a reasonable period after the matter is closed.
mail [email protected] with Complaint in the subject line, and include the details listed in section 04. You will hear back from us within five working days.
Questions about this policy?
If anything here is unclear, or you need this information in another format, get in touch and we will help.
Online continuing professional development for qualified aesthetic practitioners — led by Steven Cole, Level 7 Advanced Aesthetics Practitioner and Business Development Coach.
Our courses are theory-based online learning intended to extend existing knowledge. They are not a substitute for hands-on, supervised clinical training, and completion does not confer any licence or authority to perform treatments. Practitioners remain responsible for working within their own scope of practice, insurance and regulatory requirements.
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