Effective Date: 06 June 2025
Last Updated: 06 June 2025
At Cosmeducate, we are committed to maintaining the highest standards of professionalism, safety, and service. If something doesn’t meet your expectations, we want to hear about it — and we’re here to help resolve it fairly, promptly, and transparently.
This guide outlines our complaints process and explains how you can raise concerns regarding our products, treatments, training services, or support.
Our Commitment to You
Every complaint received by Cosmeducate is handled with discretion, respect, and confidentiality. We take every concern seriously and ensure a thorough investigation followed by a timely, meaningful response.
What Happens First?
Before making a formal complaint, consider what outcome you are seeking. Our process ensures:
• A clear explanation of what occurred
• A resolution, wherever possible
• An assurance of how we’ll improve or correct the issue
Our 3-Stage Complaints Process
Stage 1 – Local Resolution
Your first point of contact is our Customer Services Team. They will:
• Log your complaint in our secure system
• Gather relevant information and evidence
• Attempt to resolve the matter efficiently and professionally
Stage 2 – Internal Review
If you are not satisfied with the initial resolution, you may request an internal appeal. Your complaint will be escalated to our Chief Executive Officer, who will:
• Review all findings and correspondence
• Provide a written response outlining the final position
Stage 3 – External Adjudication
If you remain dissatisfied after the internal appeal, you may escalate your complaint to the relevant regulatory authority. This could include bodies governing medical care, product safety, or training standards. We will provide appropriate contact details if you choose to escalate.
Verbal Complaints
If you raise a concern verbally (in person or by phone), we recommend making a note of the date, time, and the person you spoke with. We aim to resolve verbal complaints immediately through the relevant department manager. If that’s not possible, the issue will be logged and followed up in writing.
Written Complaints
To formally submit a complaint in writing, please address your message to:
Cosmeducate Ltd.
Corn Exchange, 55 Mark Lane Greater London. London EC3R 7NE United Kingdom
Please include the following in your written complaint:
• Your full name and contact details
• A detailed description of your concern
• Where and when the issue occurred
• Any actions you’ve already taken
• What outcome you are seeking
We will handle your data in full compliance with the UK General Data Protection Regulation (UK GDPR).
Response Timeline
You will receive an acknowledgment within 5 working days of receipt. We aim to issue a full written response within 20 working days, unless further investigation is required — in which case we’ll notify you of any delay.
If You Are Not Satisfied
If you are not satisfied with the response from our Customer Services Team, you may request an escalation to Stage 2. This review will be conducted by our CEO.
If you remain dissatisfied with the CEO’s decision, you have the right to refer your complaint to the appropriate regulatory body within 6 months of receiving our final response.
We’re Here to Help
Your feedback helps us improve. Whether your concern is clinical, educational, or operational, we are committed to resolving it swiftly and with transparency.