Complaints Policy

Academy for Hypnosis Customer Complaints Policy & Procedure

Version: 1.0
Last Updated: 06 July 2026

1. Purpose

Academy for Hypnosis is committed to providing high-quality training, certification programmes, and customer service.

We recognise that on occasion things may not go as expected. This policy explains how customers, students, or clients can make a complaint and how we will handle it fairly, consistently, and promptly.

Our aim is to resolve complaints as quickly as possible and use feedback to improve our services.

2. Scope

This policy applies to all services provided by Academy for Hypnosis, including:

Training courses and certification programmes

Online and in-person teaching sessions

Mentoring and support services

Website and booking systems

Customer service and communications

Payment and enrolment processes

3. What is a Complaint?

A complaint is any expression of dissatisfaction about our services, including but not limited to:

Course content or delivery

Teaching or mentoring experience

Customer service or communication

Billing or payment issues

Certification or assessment concerns

Technical issues affecting access to training

4. How to Make a Complaint

Complaints can be made by contacting us using any of the following methods:

Email: [email protected]

Postal address:
Academy for Hypnosis
Flat 50, Charlbert Court
Charlbert Street
London NW8 7BY

When making a complaint, please include:

Your full name

Your contact details

A clear description of the issue

Relevant dates or supporting information

What outcome you are seeking (if applicable)

5. How We Handle Complaints

We aim to handle all complaints in a fair, consistent, and timely manner.

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint within 2 working days.

Step 2 – Investigation

We will review the details of your complaint, which may include:

Reviewing course records or communications

Speaking with relevant staff or trainers

Reviewing payment or enrolment information

Checking technical or system logs (where applicable)

We may contact you if we require further information.

Step 3 – Response

We aim to provide a full response within 10 working days of acknowledging your complaint.

If the complaint is complex or requires further investigation, we will:

Inform you of the delay

Explain the reason

Provide a revised timeframe

6. Possible Outcomes

Following investigation, outcomes may include:

An explanation or clarification

An apology

Access to replacement or additional training materials

Corrective action or service improvements

A refund (where appropriate and in line with our terms)

No further action if the complaint is not upheld

7. Escalation Process

If you are not satisfied with the outcome of your complaint, you may request an internal review.

Your complaint will then be escalated to a senior representative within Academy for Hypnosis for reassessment.

We will review the original decision and provide a final response.

8. External Escalation

If you remain dissatisfied after completing our internal complaints process, you may seek independent advice or escalate your complaint to relevant external bodies depending on the nature of the issue, such as:

Trading Standards (consumer rights matters)

Payment providers (for transaction disputes, e.g. Stripe, PayPal, Klarna)

The Information Commissioner’s Office (ICO) for data protection concerns

9. Record Keeping

We maintain a record of complaints received, including:

Date received

Nature of complaint

Actions taken

Outcome

Date resolved

This information is used to monitor service quality and improve our training and customer experience.

10. Confidentiality

All complaints will be handled confidentially and in accordance with UK GDPR.

Personal data will only be shared with individuals involved in investigating and resolving the complaint.

11. Monitoring and Improvement

Academy for Hypnosis reviews complaints regularly to identify:

Patterns or recurring issues

Opportunities to improve training or services

Areas where additional support or clarification may be needed

We are committed to continuous improvement based on customer feedback.

12. Policy Review

This policy will be reviewed:

Annually

Following any significant changes to services

Following any serious or repeated complaints

Document Control

Organisation: Academy for Hypnosis
Responsible Person: Sharon Waxkirsh
Next Review Date: July 2027