Purpose and scope
UK Barre Academy (UBA) responds fairly, promptly and respectfully to concerns about course administration, teaching, facilities, learner treatment, accessibility, communication or service delivery. A complaint is different from an appeal against an assessment decision, which is covered by our separate Appeals Procedure.
Who can complain
Learners, applicants and other people directly affected by UBA services may make a complaint. A person may be supported by a representative with their consent. Genuine complaints raised in good faith will not result in retaliation or disadvantage.
Stage 1 – informal resolution
Where appropriate, you may raise your concern with the Course Director as soon as possible. We will seek a practical resolution, explain any action taken and record material concerns. Informal discussion is optional for sensitive issues.
Stage 2 – formal complaint
Please send a written complaint to hello@ukbarreacademy.com. Include your name, the relevant course or date, what happened, any supporting information and the outcome you are seeking. UBA will acknowledge a formal complaint within five working days.
Investigation and outcome
We will review the complaint objectively and confidentially as far as practicable. The investigator may request information from relevant parties and will normally issue a written outcome within 20 working days. If more time is needed, we will provide an update and revised timeframe. Where a complaint is upheld, we will identify proportionate corrective action.
Stage 3 – review
If you are dissatisfied with the outcome, you may request a review in writing within 10 working days, explaining the grounds. Where possible, a competent person not involved in the original decision will conduct the review. If an independent reviewer must be appointed, we will communicate the arrangements and timescale.
Safeguarding and serious concerns
A concern involving immediate risk, alleged abuse, criminal conduct or serious malpractice will be referred to the appropriate procedure and, where required, relevant statutory or emergency services without waiting for the ordinary complaint timetable.
Records, confidentiality and learning
UBA maintains a confidential complaints log recording dates, issues, evidence, decisions, responses and corrective actions. We review themes as part of our quality assurance arrangements. Personal information is shared only as reasonably necessary.
Policy review
This policy is reviewed annually and following significant complaints or changes to UBA operations. This website version reflects the substance of the Complaints Policy submitted for CIMSPA partnership review in October 2026.