We take all feedback seriously and are committed to resolving concerns quickly and fairly. This document explains how to raise a complaint and what happens when you do.
Fine Line Tattoo Academy is committed to providing high-quality training and a positive experience for every student. If something goes wrong, or if you feel your experience fell below the standard you expected, we want to hear from you. This procedure applies to all students, prospective students, and members of the public who have had direct contact with Fine Line Tattoo Academy.
A complaint is any expression of dissatisfaction about the standard of our courses, the behaviour of our staff or instructors, our administrative processes, or any other aspect of your experience with Fine Line Tattoo Academy.
This includes but is not limited to:
If you have a general query or question that does not relate to a specific concern, please use our standard contact form rather than this complaints procedure.
Complaints can be submitted by email or post. We ask that all complaints be submitted in writing so that we have a clear record of your concerns and can respond accurately.
By email: Send your complaint to complaints@finelinetattooacademy.co.uk
By post: Fine Line Tattoo Academy, Complaints, Next Gen Training Ltd, 128 City Road, London, EC1V 2NX
What to include: Your full name, contact email or phone number, the date and location of the course (or contact) your complaint relates to, and a clear description of your concern and the outcome you are seeking.
| Stage | Timescale |
|---|---|
| Acknowledgement of receipt | Within 2 working days of receiving your complaint |
| Investigation and initial response | Within 14 working days of acknowledgement |
| Final resolution (where investigation is complex) | Within 28 working days, with a progress update at 14 days |
We aim to resolve all complaints within 14 working days. Where a complaint requires more extensive investigation, for example, where an instructor or third party needs to be consulted, we will notify you at the 14-day mark with a progress update and revised timescale.
We acknowledge your complaint within 2 working days. Our acknowledgement will confirm who will be handling your complaint and give you a reference number for tracking purposes.
The complaint is reviewed by a senior member of the team. Where relevant, we will speak with the instructor or staff member involved, review any booking or course records, and consider any supporting evidence you have provided. We may contact you for additional information if needed.
We will send you a written response setting out our findings, any action we are taking, and, where applicable, what remedy or resolution we are offering. Our response will be clear and specific to the concerns you raised.
If you are satisfied with our response, the matter is closed. If you are not satisfied, you may request that the complaint be reviewed by a more senior member of the team. We will explain your escalation options in our response.
If you have followed our internal complaints procedure and remain dissatisfied with the outcome, you may escalate your complaint to the relevant external body depending on the nature of your concern:
We will always cooperate fully with any external investigation and provide relevant records and documentation as required.
All complaints are handled confidentially. We will only disclose the contents of your complaint to those directly involved in investigating and resolving it. We will not share your personal information with third parties except as required by law or by the escalation process described above.
Our handling of your personal data in connection with this complaints procedure is governed by our Privacy Policy.
We maintain a record of all formal complaints received, the action taken, and the outcome. This record is reviewed periodically to identify any patterns or systemic issues that require action. Complaints records are retained for a minimum of three years.
Last reviewed: June 2026. This procedure is reviewed annually. For questions about this procedure before submitting a complaint, contact us at finelinetattooacademy.co.uk/contact.
Our team is available Monday to Friday, 9am–5pm. We're happy to answer any questions about our courses, locations, or policies before you commit.