We want every candidate who trains with us to have a good experience. If something has gone wrong, please tell us. We treat complaints as information we can learn from, and raising one will never affect how you are treated on a course.
1. Talk to us first
Many issues can be sorted out quickly. If your concern is about a class, a booking, access to materials or a payment, email info@visagedentalacademy.com or call 07946 687 364 and we will try to resolve it there and then.
2. Making a formal complaint
If you are not satisfied, or you would prefer to put it in writing from the start, send a formal complaint to info@visagedentalacademy.com with the subject line Formal Complaint, or by post to the address at the foot of this page.
Please include:
- your full name and the email address you used to book;
- the course, class or order the complaint relates to, and the date;
- what happened, in the order it happened;
- anything you have already done to try to resolve it, and who you spoke to;
- what you would like us to do to put it right.
Copies of emails, receipts or screenshots are helpful. Please send a complaint within three months of the events, so that we can still look into it properly.
3. What happens next
- Within 3 working days we will acknowledge your complaint and tell you who is handling it.
- Within 20 working days we will send you a full written response setting out what we found, what we are doing about it and, where appropriate, what we are offering to put it right.
- If we need longer because the matter is complex or a key person is away, we will tell you before the 20 working days are up and give you a new date.
4. If you are still not satisfied
You can ask for the decision to be reviewed by a director of Visage Dental Academy. Write to info@visagedentalacademy.com marked Complaint Review, within one month of our response, explaining why you disagree. The review is carried out by someone who was not involved in the original decision, and we aim to reply within a further 20 working days. That is the end of our internal process.
5. Taking it further
- Consumer rights. If your complaint is about goods, digital content or services you bought from us, you can get free, independent advice from the Citizens Advice consumer service at citizensadvice.org.uk. Nothing in this procedure affects your legal rights, and you may take a dispute to the courts.
- Card payments. If you paid by card and the matter concerns a payment, your card provider may also be able to help.
- Data protection. If your complaint is about how we have handled your personal information, you may complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would ask you to raise it with us first so that we have the chance to put it right.
- Professional conduct. Visage Dental Academy is an education provider and is not a dental practice. If your concern is about the professional conduct of a dental professional registered in the UK, the General Dental Council at gdc-uk.org handles those matters.
6. How we use complaints
We keep a record of every formal complaint, the outcome and any change we made as a result. Records are kept for six years and are handled in line with our Privacy Notice.
VISAGE DENTAL ACADEMY LTD (trading as Visage Dental Academy)
Registered in England and Wales · Company number 15235189
Registered office: 4 Hartington Street, Barrow-in-Furness, England, LA14 5SL
Email: info@visagedentalacademy.com · Telephone: 07946 687 364
Last updated: 4 September 2026.