Complaints Procedure

At UK PMU Experts, we are committed to maintaining the highest standards of professionalism, training, and client care.
We welcome all feedback and take every complaint seriously — as an opportunity to improve, reflect, and uphold the quality that our brand is known for.

This policy applies to clients, models, and students enrolled on non-regulated or accredited courses.
Learners undertaking Ofqual-regulated (ProQual) qualifications should follow the separate Complaints & Appeals Policy provided within their Skool learning platform.

Step 1: Informal Resolution

In most cases, issues can be resolved quickly and informally by speaking directly with the tutor, artist, or team member involved.
We encourage open, respectful communication and will always do our best to resolve concerns promptly and professionally.

If you feel your concern has not been resolved informally, you may proceed to the formal stage.

Step 2: Formal Complaint

If you wish to raise a formal complaint, please submit it in writing to the Centre Coordinator via email at:
📧 info@ukpmuexperts.co.uk

Include:

  • Your full name and contact details

  • Date of the incident or issue

  • A clear description of your concern (and any relevant evidence)

  • The outcome you are hoping for

Once received, your complaint will be acknowledged within 5 working days, and a full investigation will be initiated.

Step 3: Investigation & Response

All complaints are reviewed thoroughly and fairly.
We aim to resolve formal complaints within 30 calendar days of receipt to allow adequate time for a complete investigation.

You will receive a written response outlining:

  • The findings of the investigation

  • Any action taken or recommendations

  • The reasoning behind the final decision

If exceptional circumstances require longer than 30 days (for example, staff absence or third-party input), you will be notified in writing with an updated timeframe.

Step 4: Appeal

If you are dissatisfied with the outcome, you may submit an appeal within 14 days of receiving your written response.
Your appeal will be reviewed by a senior team member who was not involved in the original investigation to ensure fairness and impartiality.
Their decision will be final.

Our Commitment

We promise to treat every concern with respect, confidentiality, and professionalism.
We do not tolerate abusive, threatening, or defamatory communication towards any member of our team.
Complaints raised publicly online before being submitted through this process may not be investigated further.

Our aim is always to reach a fair and respectful resolution for all parties.

For ProQual-Regulated Courses

Students enrolled on Ofqual-regulated ProQual qualifications must follow the dedicated Complaints & Appeals Procedure located within the Skool learning platform.
This ensures compliance with awarding-body standards and provides a clear route to escalate concerns beyond the academy if required.

By booking a treatment, modelling, or enrolling on a course with UK PMU Experts, you agree to follow this Complaints Procedure and understand that ProQual-regulated course complaints must follow the appropriate internal route within Skool.

Thank you for your cooperation, professionalism, and trust in our process 💖