At WELOVE Purple Hearts (The Hair Pro Alliance Company), we are committed to providing an empowering, inclusive, and world-class educational experience. We view feedback as an opportunity to learn, grow, and continuously elevate our standards.

If something isn’t meeting your expectations, or if you feel an assessment decision was unfair, we want to know. This policy outlines how to raise a concern or appeal an assessment decision in a safe, transparent, and supportive environment.

1. Scope of This Policy

This policy applies to all learners, candidates, and delegates enrolled on any WELOVE Purple Hearts CPD course or Master Pathway.

It is split into two sections:

• Complaints Procedure: Covers issues regarding course delivery, venue facilities, educator conduct, customer service, or learning resources.
• Appeals Procedure: Covers formal requests to review an assessment result or accreditation decision.

2. Complaints Procedure

If you are dissatisfied with any aspect of your experience with us, please follow these steps:

Stage 1: Informal Resolution (First Step)

We encourage you to speak directly with your course educator or tutor as soon as an issue arises. Most concerns can be resolved quickly through an open, supportive conversation on the day.

Stage 2: Formal Complaint

If your concern cannot be resolved informally, or if you feel uncomfortable discussing it with your educator, you can submit a formal written complaint within 14 days of the issue occurring.

• How to submit: Email your complaint to our Education Manager at education@welovepurplehearts.com.
• What to include:
• • Your full name and contact details
  • The name of the course, date, and venue/platform
  • A clear description of your concern and any supporting details
  • What outcome you would like to see

Stage 3: Investigation & Response

1. Acknowledgement: We will acknowledge receipt of your written complaint within 3 working days.
2. Investigation: Our Education Manager (or an appointed independent manager) will review the details, speak with relevant team members, and examine any supporting evidence.
3. Outcome: You will receive a full written response within 14 working days of our acknowledgement, outlining our findings and any corrective actions taken.

3. Assessment Appeals Procedure

You have the right to appeal an assessment decision if you believe the assessment was conducted unfairly, that key evidence was overlooked, or that correct procedures were not followed.

Note: You cannot appeal simply because you disagree with the professional judgment of a qualified assessor—there must be clear grounds related to fairness or process.

Stage 1: Informal Discussion

Within 7 days of receiving your assessment result, contact your assessor to request a feedback discussion. They will talk you through the assessment criteria, highlight your strengths, and explain why the specific decision was reached.

Stage 2: Formal Appeal

If you still feel the decision was unfair following your feedback discussion, you can lodge a formal appeal within 14 days of receiving your result.

• How to submit: Email your appeal to education@welovepurplehearts.com with the subject line "Formal Assessment Appeal".
• What to include:
• • Your full name and candidate ID
  • Course name and date of assessment
  • The specific assessment outcome being appealed
  • Clear grounds for your appeal (e.g., procedural error, bias, unrecorded special circumstances)

Stage 3: Internal Quality Assurance (IQA) Review

1. An independent Internal Quality Assessor (IQA) who was not involved in your original assessment will review your work, the assessor's notes, and your appeal statement.
2. You will be notified of the IQA’s final decision in writing within 14 working days.
3. Possible outcomes:
4. • Appeal Upheld: The original decision is overturned, or you are offered a re-assessment at no additional cost.
   • Appeal Overturned: The original decision stands, with detailed written feedback explaining the reasoning.

4. Escalation to Habia (External Review)

We aim to resolve all complaints and appeals internally with fairness and care. However, if you have fully completed our internal process and feel your complaint or appeal has not been handled in accordance with endorsed standards, you may contact our endorsement body:

• Endorsing Body: Habia
• Email: info@habia.org

5. Confidentiality & Learner Protection

• Every complaint and appeal is handled with strict confidentiality, respect, and empathy.
• Submitting a complaint or appeal will never negatively impact your standing with WELOVE, your access to our community, or your future learning journey with us.
• All records of complaints and appeals are securely stored in accordance with current Data Protection (GDPR) regulations.

Contact Information for Complaints & Appeals

Suzanne Lovett

Education Manager | WELOVE Purple Hearts

Email: education@welovepurplehearts.com