Complaints Policy
1.0 Purpose
The complaints policy and its associated procedures are defined to encourage an open and transparent approach to the management of both complimentary and critical feedback.
This is applied to the full range of services.
We strive to provide the best quality of learning and services that meet or exceed the expectations of learners, apprentices and stakeholders. We will promote a culture that is responsive to feedback, whether complimentary or critical.
Comments about our services are actively encouraged and acknowledged as a valuable source of information that we can evaluate and use to improve the quality of our provision to learners, apprentices and other key stakeholders. Occasionally services fail and where this leads to dissatisfaction we seek to address and resolve all complaints within a specified time frame, in a manner that does not intimidate and is supported by clear and accessible procedures that ensure thorough investigation and fairness. Likewise, we seek to identify what has worked well in order to enable the spreading of good practice.

2.0 Aim
The aim of the compliments, comments, feedback and complaints procedure plays an important part in enabling the company to gain awareness of positive aspects of our services and areas that require further development.
This policy is in place to: –
• Help customers understand the compliments, comments, feedback and complaints procedure.
• Enable customers to compliment, comment and feedback and complain.
• Address all complaints effectively
• Allow speedy handling with established time limits for action.
• Keep people informed of the progress of their complaint.
• Ensure a full and fair investigation (where required).
• Respect customer’s confidentiality.
• Collate and analyse complaints to assist in improving our service.

2.1 Specific complaints
There are also specific procedures for those learners or apprentices who express dissatisfaction with the outcome of their internal assessments. For these complaints, learners or apprentices should use the Assessment Appeals procedure, not the complaint procedure.

3.0 Implementation
4.1 Informal complaints process
Before using the complaints procedure, complainants are requested to talk directly about their
dissatisfaction with the individual(s) involved, to see if an informal resolution is possible.
Learners and apprentices should try to resolve issues with their tutors/assessors in the first instance.
Most complaints can be resolved quickly by informal processes at the level of immediate contact. Only if these measures fail should the issue be raised as a complaint.
Applicants who wish to appeal an admissions decision should use the Admission policy.
Learners/Apprentices who feel they are subject to bullying or harassment should, in the first instance, use the Anti‐Bullying and Harassment Policy.
4.2 Stages of making a complaint
The process is in three stages as defined below.
Stage 1 Informal resolution
Complaints should be raised locally, either in writing or verbally, to the staff member directly responsible for the delivery of the service, or their line manager if the complaint relates to the
conduct of a staff member.
A complainant should raise the matter informally within 10 working days of being aware of the issue with the member of staff concerned or that person’s immediate line manager.
Where the complaint relates to a series of events, then the concern should be raised within 10 working days of the last occurrence.
Learners and apprentices may seek assistance from delivery staff to help bring about an informal resolution, including identifying the appropriate member of staff to approach.
All complaints are taken seriously and will be investigated.
Before moving to a formal Investigation, we will look at the means by which an informal resolution was attempted. For informal complaints relating to the training programme, the learner or apprentice should discuss the matter, (in the first instance), with their tutor or assessor, as appropriate.
For complaints relating to other services, the complainant should discuss the matter, (in the first
instance), with the person providing the service, or that member of staff’s line manager or the Managing Director.
Stage 2 Formal Investigation
If a complaint has not been resolved to the complainant’s satisfaction at Stage 1, or it cannot be
resolved informally; then a Stage 2 complaint should be made. A letter of complaint, in addition to any supporting documentation must be submitted by the Complainant to the Managing Director within 10 working days or via email to The policy can also be found on our website
The letter should detail the concerns about the training or service. This should include the following:
· the specific concern about the delivery of the training or the service provided
· the informal approaches used and why they were not successful
· Indicate the outcome sought
However, it is important to note the eventual outcome may be different from the one sought. An acknowledgement will be sent within 5 working days which will be from the member of the senior management team who has been nominated to formally investigate.
A full written response will be provided to the complainant within 20 working days of the initial receipt of the complaint. Should circumstances require additional time to investigate, the investigator officer will advise the learner /apprentice and will agree a revised timeframe for the completion of the investigation.
The investigating officer must ensure the complainant has an adequate opportunity to be heard. Learners/apprentices have the right to request support in the preparation of their complaint from staff, if they require this level of support.
The Investigating officer must consider all such statements presented by, or on the specific written authorisation of, the complainant. Following the completion of the investigation, the Investigating officer may uphold the complaint
in full, in part, or dismiss it.
We will implement any such recommendations arising out of the complaint investigation.
In response to allegations of staff conduct, if an investigation determines that any disciplinary or remedial action is required, this will be conducted in consultation with the Group Human Resources division.
Stage 3 Appeal
If a complainant is dissatisfied with the outcome of the formal investigation at Stage 2 of the procedure, they can appeal against the decision and request a review of the complaint.
An appeal must be submitted within 10 working days of the date of the Stage 2 outcome letter.
Stage 3 constitutes a review and not a re‐investigation of the complaint and can only be requested on the following grounds: –
• There were procedural irregularities in the Stage 2 investigation which had a material effect on the outcome.
• Based on the evidence available to the Stage 2 investigator at the time, the outcome is
• New evidence has come to light which the Complainant was unable (for valid reasons), to provide earlier in the process and which would have had a material impact on the outcome.
The appeal will be reviewed by the Managing Director/CEO, who will acknowledge receipt of the complaint within 5 working days. The Managing Director/CEO will consider whether the complainant has demonstrated grounds for appeal in full or in part (and suggest any action to resolve the complaint), or not at all.
If the complainant has not satisfied the grounds for review, they will be notified in writing of this within 10 working days. Where the grounds for Appeal have been met, a review will be initiated and a full response will be provided within 20 working days of receipt.
Following the completion of the investigation, the Managing Director/CEO may uphold the complaint in full, in part, or dismiss it.
Outcomes of complaint reviews concerning staff conduct will be copied to the relevant line manager. If any disciplinary action is required, this will be conducted in consultation with the Group Human Resource division.
Finally, once the complaint procedure has been exhausted and all three stages have been completed, there exists a right to complain to the Education Skills Funding Agency.

5.0 Monitoring and reporting
The Managing Director will collate a summary analysis report of Complaints, Suggestions and Compliments which will be presented to the Senior Management Team and to Governors on a quarterly basis.
An annual KPI report will be produced to compare year on year data, identifying any significant trends and include a year on year analysis of complaints received from learners by age, gender, ethnicity and disability.

Appeals Policy
SensualSpa Beauty Trainings is committed to providing an efficient and high standard of service to all. We are continually working to achieve this high level of service by maintaining quality assurance standards which are compliant with regulatory requirements. It is our aim to ensure that all assessment outcomes are fair, consistent, and reliable based on the valid judgements of the assessor using the assessment strategy for the qualification in question. However, occasions may arise where the training provider or learner may wish to question a decision.
SensualSpa Beauty Trainings will ensure that:
• Assessments are carried out by assessors who have the appropriate qualifications, knowledge, understanding, and skills, and the assessments are valid for the subject or qualification in question
• Assessment evidence is authentic, solely being produced by the learner in question
• The consistency of assessments decisions covering all assessors over time
• Appeals are heard by individuals that have the appropriate competence to make decisions in each individual case and have had no prior involvement, or a personal interest in the case.
Everyone has the right to appeal if they believe that their assessment decision, or a decision following a malpractice or maladministration investigation is incorrect. This policy will define the stages and procedures you would need to follow, guidance is as follows:
• The process you need to follow to submit an enquiry or appeal
• The timescales for an enquiry or appeal
• How and when you will be notified of the outcome.
SensualSpa Beauty Trainings will accept an appeal in relation to the following:
• Appeals against results of assessment or quality assurance
• Appeals against a decision made relating to a reasonable adjustment or special considerations application
• Appeals against decisions relating to any action taken against a learner or centre following an investigation into malpractice or maladministration
• Appeals against centre or qualification approval decisions.
SensualSpa Beauty Trainings have this Enquiries and Appeals Policy available on our website so all learners and training providers can access this information or can request a copy by contacting us. We are committed to providing an equal opportunity for all, where possible to communicate with us. Therefore, if a learner or training provider wishes to enquire or appeal against an assessment decision they have clear guidance on how to proceed.
Firstly, we advise all learners to discuss any concerns or enquiries relating to the result of the assessment with the assessor to resolve the issue. If you are not satisfied with the outcome then please contact us at SensualSpa Beauty Trainings for further advice and guidance or refer to the guide within this policy.
Stage 1: Enquiries Regarding Assessment Decisions
If a learner wishes to question an assessment result they should initially discuss their concerns with the approved training centre’s (ATC) tutor/assessor and follow the ATCs appeal process. If the learner is not satisfied with the outcome the ATC’s tutor/assessor and learner should complete stage 1 of the Enquiries and Appeals Form which is available to complete via SensualSpa website. This must be submitted to SensualSpa Beauty Trainings within 28 days of the final results being issued to the learners.
SensualSpa Beauty Trainings will acknowledge receipt of the enquiry via the email within 7 working days, this will be followed promptly by the adjudication process. SensualSpa will appoint the relevant manager to act as an adjudicator who has not had any involvement with the case. The adjudicator will consider the written submission from the course tutor/assessor and learner and will review the procedures that were followed to reach the result decision, this may include contacting other parties who were included within the course.
The adjudicator may instruct that a further re-mark or re-assessment should take place if they consider that the assessment procedures were not adequately followed.
The tutor/assessor and learner will be notified via the email of the adjudication outcome as soon as it is available, within a maximum of 28 days.
If the ATC tutor/assessor and learner are not satisfied with the enquiry outcome of stage 1, they may escalate the decision to stage 2 of this process. Please complete stage 2 of the Enquiries and Appeal Form via email.
Stage 2: Appeal
A stage 2 appeal must be submitted within 14 days of the stage 1 enquiry decision being received, accompanied with an administration fee of £50. SensualSpa Beauty Trainings will acknowledge receipt of this appeal within 7 working days via email. The appellant will be contacted within 14 days to outline the procedures that will be adopted.
SensualSpa Beauty Trainings will make arrangements for the SensualSpa Beauty Trainings appeals committee to promptly hear the appeal at our head office. You may attend and have one representative present at the appeal hearing.
The appeals committee consisting of senior managers or other individuals deemed to be appropriately competent, who have no personal interest in the decision being appealed and an independent person who is not an employee, assessor or otherwise connected to SensualSpa Beauty Trainings will evaluate the procedures used for consistency with Safety Training Awards procedures to review if the previous decision was reached fairly.
The appeals committee are unable to re-mark or re-assess work but may instruct that a further re-mark or re-assessment should take place if they consider that the procedures were not adequately followed.
The appeals committee will make the final decision and notify the appellant of the outcome by letter as soon as it is available, within a maximum of 28 days. If the appeal is upheld the appeal administration fees will be reimbursed to the learner.
If the outcome of an appeal at any stage leads to SensualSpa Beauty Trainings discovering a failure in the assessment process an investigation shall be conducted to determine if there are any other learners affected, and if there are any adverse effects arising from the failure. If this is the case, SensualSpa Beauty Trainings shall promptly implement the adverse effects procedure and take decisive action to correct the failure, or if this is not possible to reduce the impact of the failure on any learners.
Referral to Regulatory Authority
If the learner is not satisfied with the appeal committee’s decision they may refer their complaint to the appropriate Regulatory Authority i.e. Ofqual (England), SQA Accreditation (Scotland) or Qualifications Wales (Wales). Please note that the regulators are unable to overturn an assessment decision. Please see below for the relevant contact details.
Monitoring and Review
Following an appeal decision that is upheld due to a failure in SensualSpa Beauty Trainings assessment process, or notification of failure in the assessment processes of other awarding organisations, policies and procedures shall be reviewed to ensure that the failure does not reoccur. This policy and its procedures will be reviewed annually as part of our quality assurance requirements to ensure it is fit for purpose, reflects the type of appeals that we may receive and ensure the process is managed in accordance with regulatory requirements.
Contact Details
SensualSpa Beauty Trainings
43 Greenwood Drive
S9 4GY Sheffield

Ofqual (England)
Earlsdon Park
53–55 Butts Road
Tel: 0300 303 3344 (the phone line is open on weekdays from 09:00 to 17:00)
SQA Accreditation (Scotland)
SQA Accreditation
The Optima Building
58 Robertson Street
G2 8DQ
Tel: 0345 213 5249
For complaints relating to schools or public leisure centres in Scotland, a complaint can be raised with the Scottish Public Services Ombudsman.
Scottish Public Services Ombudsman
In Person
Bridgeside House
99 McDonald Road
By Post
Freepost SPSO (this is all you need to write on the envelope, and you don’t need to use a stamp)
Freephone advice line: 0800 377 7330
Fax: 0800 377 7331
Qualifications Wales (Wales)
Qualifications Wales
Q2 Building, Pencarn Lane
Imperial Park
NP10 8AR
Tel: 01633 373 222
Email: (if you wish to make a complaint, please title your email ‘Complaint’)

Malpractice and Maladministration Policy

Introduction SensualSpa Beauty Training is a private work based training provider operating in the highly regulated field of vocational qualifications. We are an approved centre with VTCT, ABT Awarding Bodies and are committed to ensuring that all aspects of the delivery of these qualifications meet these Awarding Bodies standards for professionalism and integrity.
1) Definition – Malpractice (by centres/providers)
Malpractice is any activity or practice which deliberately contravenes procedures and regulations. It means that there are serious concerns about the integrity of the assessment or the validity of certificates we take it very seriously.
Examples of malpractice:
• Deliberate misuse of the Awarding Organisation logos by the centre/provider
• Contravention of examination regulations by the centre/provider
• Falsification of documents.
2) Definition – Malpractice (by learners)
Malpractice is any activity or practice which deliberately contravenes procedures and regulations. It means that there are serious concerns about the integrity of the assessment or the validity of certificates we take it very seriously.
Examples of malpractice:
• Cheating of any nature by learners, including plagiarism
• Contravention of examination regulations by the learner
• Repeated maladministration (normally three consecutive incidents).
For specific guidance on plagiarism and cheating please see the Plagiarism Policy

3) Definition – Maladministration
Maladministration is an activity or practice which results in non-compliance with regulations, but it’s normally the result of a genuine mistake rather than any deliberate plan to gain an unfair advantage.
Examples of maladministration:
• Late registration of learners with awarding bodies
• Claiming certification for incorrect units
Staff and learners should take all reasonable steps to prevent malpractice and/or maladministration from occurring throughout the development, delivery and assessment of the Awarding Organisation’s qualifications and programmes.
For more general concerns or complaints please see the Complaints Policy. Process All staff have a responsibility to be aware of the serious nature of malpractice and maladministration. Such situations must be carefully managed to ensure that it does not impact on the standards of delivery of any qualification. Senior Management will communicate the Policy to all staff as part of the Induction process and it will be incorporated within the Staff Handbook. All documented instances of malpractice or maladministration are to be reported via the Quality Team (QT) to the Senior Management Group (SMG) as part of their monthly meeting. When a potential malpractice or maladministration is identified, the individual and Line Manager should document this and the activities that must be avoided to prevent any further malpractice in the delivery of the qualification. The document should be signed by both parties and brought to the attention of the QT. You must report all suspected or alleged cases of malpractice or maladministration straight away to the Quality Team at the appropriate Awarding Organisation. The Quality Team will appoint a lead independent investigator who will prepare a response within 30 days. In cases where breaches have occurred due to maladministration rather than malpractice, the matter will be referred to the Quality Team and External Verifier to agree action to prevent any future occurrences.
The outcome will be communicated to the Senior Management Group and other relevant parties no more than 10 days later. The report and any actions arising will be communicated to the Quality Team and the External Verifier.
• The Awarding Organisation Quality Regulatory Group will oversee the investigation process and will ratify the outcome.
• If the investigation confirms that malpractice by a centre/provider has taken place, dependant on the gravity and scope, one or more of the following actions will be taken:
• Disallowing all or part of a learner/s assessment evidence or marks
• The learner/s certificates will not be issued, or previously issued invalid certificates for that learner/s will be withdrawn
• No further registrations will be accepted for the learner/s
• Your centre or provider risk rating will be reviewed which could lead to the suspension of registrations, suspension of certification or suspension of centre approval and/or qualification approval
• A report will be made to the relevant regulatory bodies and may be shared with other awarding organisations and/or other agencies such as funding bodies or the police
• Awarding Organisation membership may be withdrawn for the learner/s Malpractice and Maladministration Policy
• Corporate or individual tutor membership may be withdrawn
If a learner wishes to appeal against a decision to take action as recommended in the investigation report, they will be referred to the Appeals Policy.