Complaints Procedure

1. Our Commitment

At Palm Springs Aesthetics Training we care deeply about the quality of our training and the experience of every student. We welcome feedback — positive or negative — as it helps us continuously improve.

If something has not met your expectations, we want to hear about it, and we will do everything we reasonably can to put it right.

2. What This Procedure Covers

This procedure applies to complaints about:

• The quality or delivery of a training course
• The conduct of a trainer or staff member
• The content of training materials
• The administration, booking, or payment process
• Post-course support and communication

For concerns about clinical care you have provided to your own patients, please contact your professional indemnity provider and your regulatory body. Those matters fall outside the scope of this procedure.

3. How to Raise a Complaint

We ask that you follow the stages below. Most issues are resolved quickly and informally at Stage 1.

Stage 1 — Informal Resolution

In the first instance, please raise your concern directly with your trainer or with Lee Pedlar (Clinical Director). This can often be resolved on the day or shortly afterwards via a brief conversation or message.

Contact methods at Stage 1:

• In person on the training day
• WhatsApp message to your trainer
• Email to palmspringsaesthetics@yahoo.com

We aim to acknowledge your concern within 3 working days and respond in full within 10 working days.

Stage 2 — Formal Written Complaint

If you are not satisfied with the outcome at Stage 1, you may escalate to a formal written complaint. Please email us with:

• Your full name and contact details
• The course or service the complaint relates to
• A clear description of your concern
• What outcome you are seeking
• Any supporting documents or communications

Send formal complaints to:

We will:

• Acknowledge your complaint within 5 working days
• Conduct a full review of the circumstances
• Provide a written response within 20 working days
• Where further investigation is required, keep you informed of progress at regular intervals

Stage 3 — External Review

If you remain dissatisfied after Stage 2, you may refer your complaint externally:

• CPD Accreditation body: For concerns regarding the quality or delivery of CPD-accredited training
• Your professional regulator: For concerns about the professional conduct of a trainer (NMC, GMC, GDC, GPhC, or HCPC as applicable)
• Information Commissioner’s Office (ICO): For data protection concerns — www.ico.org.uk
• Trading Standards / Citizens Advice: For consumer contract issues

4. Confidentiality

All complaints are handled in confidence. Information will only be shared with those directly involved in investigating and resolving your concern, or where we are legally required to disclose.

5. No Detriment

Raising a complaint will not affect your relationship with us, your access to post-course support, or the issuing of your certificate (where earned). We value honest feedback and will never penalise a student for raising a legitimate concern.

6. Monitoring & Improvement

All complaints are logged and reviewed to identify patterns and continually improve our training. We believe that honest feedback, handled professionally, is one of the most valuable sources of improvement for a training provider.

7. Contact Us

For complaints, concerns, or feedback please contact: