Complaints Handling Policy

Last updated: 9/22/2026

Dr. S. Pujah Academy is committed to a fair, transparent and timely complaints procedure. Every complaint is treated confidentially and without prejudice to the complainant.

Who can complain

Any student, prospective student, graduate, client of a graduate practitioner, or member of the public affected by our courses, trainers or services.

How to make a complaint

1. Informal stage. Contact us first — many issues are resolved straight away. Email spujahgrow@gmail.com or WhatsApp +971 58 556 5111.
2. Formal stage. If unresolved, send a written complaint to spujahgrow@gmail.com with the subject line "Formal Complaint", including your name, contact details, the course or person concerned, dates, what happened, and the outcome you are seeking.

Our response times

• Acknowledgement within 3 working days.
• Full written response within 21 working days. If the investigation needs longer, we will tell you why and give a revised date.

How we investigate

The complaint is reviewed by a member of the Academy not involved in the matter. We gather records, speak to those concerned, and give the person complained about a fair opportunity to respond. Outcomes may include an explanation, an apology, remedial training, a change of trainer, a partial or full refund, or removal of a practitioner from our directory.

Appeals

If you are not satisfied with the outcome, you may appeal in writing within 14 days of our response. The appeal is reviewed by the Academy Director, whose decision is final internally.

External escalation

If you remain dissatisfied, you may escalate to our accrediting body, the International Practitioners of Holistic Medicine (IPHM), at iphm.co.uk, or to the relevant regulator in your jurisdiction.

Records

All complaints, investigations and outcomes are logged and retained for a minimum of three years, and reviewed annually to improve our courses and practice.