Complaints Procedure

Derma Medical Complaints Procedure

At Derma Medical, we are committed to providing high-quality training, education, and customer service. We value feedback from our delegates, clients, and partners and take all complaints seriously. We use complaints as an opportunity to improve our services and ensure a positive experience for everyone.

How to Make a Complaint

If you are dissatisfied with any aspect of our services, training courses, customer support, or interactions with our team, please let us know as soon as possible.

You can submit a complaint by:

Email: training@dermamedical.net.au

Phone: +61 437 975 959

Post: Global Longevity Academy, 111 Park Street, London, United Kingdom W1K 7JF

Please include:

Your full name
Contact details
Details of your complaint
Relevant dates and course information (if applicable)
Any supporting documentation or evidence
The outcome you are seeking

Our Complaints Process

Step 1 – Acknowledgement

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

Step 2 – Investigation

Your complaint will be reviewed by an appropriate member of the team who was not directly involved in the matter where possible. Where deemed necessary, escalation to management will occur. We may contact you for additional information if required.

Step 3 – Response

We aim to provide a full written response within 10 working days. If the matter is complex and requires additional time, we will keep you informed of progress and provide an updated timescale.

Step 4 – Escalation

If you are not satisfied with our response, you may request that your complaint be escalated to a senior manager or director for a final review.

We aim to complete the escalation review within 10 working days of receiving the request.

Confidentiality

All complaints will be handled confidentially and in accordance with applicable data protection laws. Information will only be shared with individuals involved in investigating and resolving the complaint.