We value your feedback and are committed to resolving any concerns promptly and fairly
At AGN Academy, we are committed to providing high-quality aesthetic training and excellent service to all our delegates and models. We take all feedback seriously and use it to continuously improve our courses and services.
If you have any concerns or complaints about our services, we want to hear from you. This policy outlines how we will handle your complaint fairly, efficiently, and in accordance with applicable regulations.
This complaints procedure is available to:
You may raise a complaint about any aspect of our service, including but not limited to:
Course-Related Complaints: Any feedback, concern, or complaint relating to the delivery, content, trainers, venue, models, materials, or overall standard of a course must be submitted in writing within 14 calendar days of the final day of the course.
Complaints received after this 14-day period will not normally be accepted or investigated, unless:
Other Complaints: For non-course related complaints (such as administrative issues, data protection concerns, or website problems), we encourage you to raise these as soon as possible, ideally within 28 days of the issue arising.
We encourage you to first try to resolve your concern informally by speaking directly to the relevant person, such as:
Many concerns can be quickly resolved through direct communication, and we are always happy to clarify any misunderstandings or address immediate issues.
If informal resolution is not appropriate or has not resolved your concern, you may submit a formal written complaint.
Complaints Manager
AGN Academy Limited
Email: info@agnacademy.com
Please mark your email subject line: "FORMAL COMPLAINT"
Your written complaint should include:
We will acknowledge receipt of your complaint in writing (by email) within 2 working days of receiving it.
Our acknowledgement will include:
The Complaints Manager will conduct a thorough and impartial investigation, which may include:
For reasons of data protection and confidentiality, all correspondence regarding your complaint will be issued in writing by email or post. We will not discuss your complaint over the phone unless specifically requested by you for clarification purposes.
We may request additional information from you, including your postal address or proof of identity, for verification purposes.
Once the investigation is complete, we will provide you with a written response within 20 working days of acknowledging your complaint.
Our response will include:
If your complaint is particularly complex and requires additional time to investigate, we will inform you of this and provide regular updates on our progress. We will agree a revised timescale with you.
If you are not satisfied with our response, you may request a review by writing to us within 10 working days, explaining why you remain dissatisfied. Your complaint will be reviewed by a senior member of management who was not involved in the original investigation.
If you have exhausted our internal complaints procedure and remain dissatisfied, you may be able to escalate your complaint to relevant external bodies, depending on the nature of your complaint:
We are committed to dealing with all complaints fairly and impartially. However, we reserve the right to refuse to investigate complaints that we consider to be:
We value all feedback and use complaints as an opportunity to improve our services. All complaints are logged, and we regularly review themes and trends to identify areas for improvement in our courses, procedures, and service delivery.
While this policy focuses on complaints, we also welcome and value positive feedback, compliments, and suggestions for improvement. Please feel free to share these with us at any time via info@agnacademy.com.