- This procedure is intended to allow you to raise a concern or complaint relating to the school, or the services that it provides.
- An anonymous concern or complaint will not be investigated under this procedure, unless there are exceptional circumstances.
- To enable a proper investigation, concerns or complaints should be brought to the attention of the school as soon as possible. In general, any matter raised more than 3 months after the event, being complained of, will not be considered.
Raising a concern or complaint
We are committed to providing a high standard of service and treatment at all times. We are aware that sometimes we do not always get it right. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
The following steps should be taken in line with our complaints policy:
First stage (informal)
If you are not happy with the service you have received or how you have been treated by a member of staff or another student the best way to resolve it is to:
- Discuss areas of your complaint directly with the member of staff concerned or with your tutor, this may be either verbally or written. If you are not comfortable in doing this, you should contact the office or a school principal
- Many concerns can be resolved by simple clarification or the provision of information and it is anticipated that most complaints will be resolved by this informal stage.
- The tutor or school principal will then investigate the complaint, and aim to respond to you within 5 working days
- In the case of serious concerns it may be appropriate to address them directly to the principal (or to the chair of the governing body, if the complaint is about the principal).
If you are uncertain about who to contact, please seek advice from the school office or the secretary to the governing body.
Second Stage (formal)
- If your concern or complaint is not resolved at the informal stage, and you are still unhappy you can let us know formally by completing the complaint form available at reception or on the school website (see details below) and sending an e-mail marked “RESTRICTED” to firstname.lastname@example.org.
- The principal is responsible for ensuring that the complaint is investigated appropriately. However if the complaint is about the principal, your complaint should be passed to the secretary to the governing body, for the attention of the chair of the governing body.
- Alternatively you can send a hardcopy of the complaint form in an envelope marked RESTRICTED and address it to:
The School Principal
Bronwyn Conroy Beauty School
329 Antrim Road
A complaint form is provided to assist you. Complaints forms are available to download from the student section on the school website or you may request one through the school office.
- Your complaint will be fully and fairly investigated. You will need to provide the names of those involved, details which might assist the investigation, such as names of potential witnesses, dates and times of events, and copies of relevant documents.
- It is very important that you include a clear statement of the actions that you would like the school to take to resolve your concern. Without this, it is much more difficult to proceed.
- Please pass the completed form, in a sealed envelope marked “RESTRICTED” to the school office. The envelope should be addressed to the principal, or to the secretary to the governing body, as appropriate.
- The principal (or chair) may invite you to a meeting to clarify your concerns and to explore the possibility of an informal resolution. If you accept that invitation, you may be accompanied by a friend, if you wish to assist you in explaining the nature of your concerns.
- It is possible that your complaint will be resolved through a meeting with the principal (or chair). If not, arrangements will be made for the matter to be fully
- investigated, using the appropriate procedure. In any case you should learn in writing, usually within 10 days of the school receiving your formal complaint, of how the school intends to proceed. This notification should include an indication of the anticipated timescale.
- Any investigation will begin as soon as possible and when it has been concluded, you will be informed in writing of its conclusion.
Third Stage (Appeal)
- If you are not satisfied with the manner in which the process has been followed, or are unhappy with the schools response to your second stage complaint (informal), you may request that the governing body reviews the process followed by the school, in handling the complaint. Any such request must be made in writing, to the secretary to the governing body, within 10 school days of receiving notice of the outcome, this should detail the reason for your appeal and or any perceived failures to follow the procedure. The procedure described below will be followed. A review request form is provided for your convenience.
- Any review of the process followed by the school will be conducted by a panel of the governing body. This will usually take place within 10 school days of receipt of your request.
- The review will normally be conducted through a consideration of written submissions, but reasonable requests to make oral representations should be considered sympathetically.
Below you will find the address and contact details of the schools governing bodies.;
CIBTAC - Confederation of international beauty therapy & cosmetology
The Secretary /The Chairman
CIBTAC Head Office
Unit 1, Ambrose House
Telephone: 44 (0) 1452 623114
Fax: 44 (0) 1452 611724
CIDESCO - Comité international d'esthétique et de cosmétologie.
The General Secretary / The President
CIDESCO Head Office
Tel: +41 44 448 22 00
Fax: +41 44 448 22 01