COMPLAINTS & APPEALS POLICY

Senary Online Beauty Academy is committed to providing professional, fair and supportive online beauty education.

We aim to ensure that all students are treated fairly and that assessments are carried out consistently and objectively.

We understand that there may occasionally be circumstances where a student is unhappy with an aspect of their course, the service they have received or an assessment decision.

This policy explains how students can raise a complaint or appeal and how Senary Online Beauty Academy will review and respond to these concerns.

Students will not be disadvantaged or treated unfairly simply because they have raised a genuine complaint or assessment appeal.

We encourage students to raise concerns as soon as possible so that we have an opportunity to investigate and, where appropriate, resolve the matter.

This policy should be read alongside our Terms & Conditions and other relevant academy policies.

WHAT YOU CAN MAKE A COMPLAINT ABOUT

A student may raise a complaint if they are dissatisfied with an aspect of their experience with Senary Online Beauty Academy.

A complaint may relate to matters including:

The quality or delivery of online training.

Course materials or learning resources.

Student support or communication.

The conduct or behaviour of an educator or representative of Senary Online Beauty Academy.

The organisation or administration of a course.

Live Zoom training or practical assessment arrangements.

Access to course content or services.

The way a previous concern has been handled.

Any other aspect of the service provided by Senary Online Beauty Academy.

Where a concern relates specifically to an assessment decision, such as a student disagreeing with the outcome of a theory or practical assessment, this should normally be dealt with as an assessment appeal rather than a complaint.

Students are encouraged to raise concerns as soon as reasonably possible after the issue occurs so that the matter can be properly investigated.

HOW TO MAKE A COMPLAINT & WHAT HAPPENS NEXT

HOW TO MAKE A COMPLAINT

If you wish to make a complaint, please contact Senary Online Beauty Academy and provide as much information as reasonably possible about your concern.

Please include:

Your full name.

Your email address.

The course you are enrolled on.

A clear description of your complaint.

Relevant dates, where applicable.

Any supporting information or evidence that may help us understand and investigate the matter.

WHAT HAPPENS NEXT

We will acknowledge and review your complaint as soon as reasonably possible.

The matter will be considered fairly and the relevant information will be reviewed.

Where necessary, we may contact you for further information or clarification before reaching a decision.

Once the complaint has been investigated, we will explain the outcome and, where appropriate, any action that will be taken.

We aim to resolve complaints as quickly as reasonably possible. More complex matters may require additional time to investigate properly.

Where a complaint identifies an area in which our training, procedures or student experience could reasonably be improved, we may use the outcome to help improve our services.

All complaints will be handled respectfully and, as far as reasonably possible, confidentially. Information will only be shared where necessary to investigate or respond to the complaint, or where we are required to do so by law or another applicable requirement.

ASSESSMENT APPEALS

Students have the right to appeal an assessment decision if they believe that the decision has not been made fairly, consistently or accurately.

An assessment appeal may relate to a theory assessment, submitted practical evidence or a live Zoom practical assessment.

GROUNDS FOR AN APPEAL

A student may appeal where they believe:

The assessment procedure was not followed correctly.

Relevant evidence was not properly considered.

The assessment decision was inconsistent with the stated course requirements or assessment criteria.

Technical difficulties significantly affected a live Zoom practical assessment.

There were exceptional circumstances that may have affected the assessment and were not reasonably considered.

HOW TO MAKE AN APPEAL

Students should contact Senary Online Beauty Academy as soon as reasonably possible after receiving their assessment decision.

The appeal should explain which assessment decision is being challenged, why the student believes the decision should be reviewed and include any relevant supporting information or evidence.

REVIEWING THE APPEAL

The assessment decision and available evidence will be reviewed fairly.

Where appropriate, the student may be asked to provide additional information or evidence.

Following the review, the original assessment decision may be upheld, amended or a further assessment may be offered where appropriate.

An appeal does not automatically result in an assessment decision being changed.

The student will be informed of the outcome of their appeal and the reasons for the decision.

REASSESSMENT FOLLOWING AN APPEAL

Where the outcome of an appeal indicates that a further assessment is appropriate, the student may be offered the opportunity to complete a reassessment.

Depending on the course and circumstances, this may involve:

Repeating a theory assessment.

Providing additional practical evidence.

Completing further practice before reassessment.

Repeating part or all of a live Zoom practical assessment.

Completing another appropriate assessment activity.

Where a reassessment is required because Senary Online Beauty Academy identifies an error or problem with the original assessment process, the student will not be charged an additional reassessment fee.

Where the original assessment process was correctly followed but the student has not yet demonstrated the required level of competency, further training, practice or reassessment may be required.

Any applicable reassessment fee will be clearly communicated to the student before the reassessment is arranged.

Certification will only be issued once all required course elements and assessments have been successfully completed to the required standard.

The purpose of reassessment is to give students a fair opportunity to demonstrate their knowledge and practical competency while maintaining appropriate training and assessment standards.

CONFIDENTIALITY, FAIR TREATMENT & STUDENT CONDUCT

CONFIDENTIALITY

Complaints and appeals will be handled as confidentially as reasonably possible.

Information relating to a complaint or appeal will only be shared with people who reasonably need the information in order to investigate, review or respond to the matter, or where disclosure is required by law or another applicable requirement.

FAIR TREATMENT

Students will not be penalised, disadvantaged or treated unfairly simply because they have raised a genuine complaint or assessment appeal.

All complaints and appeals will be considered fairly and without discrimination.

Where a complaint or appeal relates directly to an educator involved in the original matter, reasonable steps will be taken, where practicable, to ensure that the matter is reviewed fairly and objectively.

STUDENT CONDUCT

Students are expected to communicate respectfully when raising or discussing a complaint or appeal.

Senary Online Beauty Academy will not tolerate abusive, threatening, discriminatory, intimidating or harassing behaviour towards educators, students or anyone acting on behalf of the academy.

Raising a complaint or appeal does not prevent a student from expressing dissatisfaction or disagreeing with a decision. Students are simply expected to communicate their concerns in an appropriate and respectful manner.

Knowingly providing false or deliberately misleading information as part of a complaint or appeal may be treated as a breach of the academy's Terms & Conditions.

FURTHER REVIEW, CONTACT DETAILS & POLICY UPDATES

FURTHER REVIEW

If a student remains dissatisfied after their complaint or appeal has been reviewed, they should contact Senary Online Beauty Academy explaining why they believe the matter requires further consideration.

Where appropriate, we will review any additional relevant information provided.

If the course is subject to requirements or procedures set by an accreditation or quality assurance organisation, any applicable external complaints or appeals process may also be followed where appropriate.

CONTACT DETAILS

Complaints and assessment appeals should be submitted to:

Senary Online Beauty Academy

Email: [INSERT YOUR BUSINESS EMAIL ADDRESS]

Website: [INSERT YOUR NEW SENARY WEBSITE ADDRESS]

Please include your full name, course details and sufficient information for us to identify and review your complaint or appeal.

POLICY UPDATES

Senary Online Beauty Academy may update this Complaints & Appeals Policy from time to time to reflect changes to our courses, assessment procedures, accreditation requirements or applicable regulations.

The most current version of this policy will be published on our website.

Last updated: August 2026