Complaints & Concerns

Raise a concern clearly, safely and fairly.

Use this process for a complaint about BAQA administration, a public BAQA claim, the conduct of a member, or a service presented as BAQA-accredited or BAQA-certified. A complaint does not automatically prove wrongdoing; BAQA reviews the available information and gives affected parties an appropriate opportunity to respond.

Before you submit

• For an appointment, refund or client record held by a studio, contact the relevant artist, studio, college or trainer first where it is safe and reasonable to do so.
• For an immediate medical concern, contact an appropriate healthcare professional or emergency service.
• For urgent danger, suspected crime or a mandatory local reporting issue, contact the competent authority in your country. The BAQA form does not replace those channels or pause a legal deadline.

What is in scope?

• BAQA application, administration, payment-record or support handling;
• misuse of a BAQA badge, certificate, validation page or public status claim;
• an alleged breach of the BAQA Code of Conduct by a current member or approved organisation; and
• the way a service is represented as BAQA-accredited or BAQA-certified.

BAQA cannot determine criminal, civil, employment, medical or government-licensing disputes, award compensation on another business’s behalf, or replace an insurer, court, ombud, regulator or public authority.

What to include

Give the name of the person or organisation involved, the relevant BAQA profile or certificate URL, dates, a clear description of what happened, steps already taken and the outcome you are seeking. Upload only relevant evidence and remove unnecessary client or medical information. Never send passwords, identity-document numbers or full payment-card details.

Service stages and target times

1. Acknowledgement: BAQA aims to acknowledge a complete submission within 2 business days.
2. Initial assessment: BAQA aims to decide whether the matter is in scope and what further information is needed within 10 business days.
3. Information and response: BAQA may check its records, request clarification and invite the affected party to respond. Complex matters and external dependencies can take longer; BAQA will aim to give a progress update rather than promise an unsupported completion date.
4. Outcome: BAQA will communicate the action it can take within its authority. Privacy, safety and procedural fairness can limit information about another person.

These are service targets, not guaranteed legal deadlines. Business days exclude weekends and public holidays observed by the BAQA administrative team.

Possible actions

BAQA may correct public information, request corrective action, place a BAQA record under review, restrict use of a BAQA mark, change a status where the Terms permit, refer a matter to the responsible provider or authority, or close a report that is outside scope or unsupported by the available information.

Review, confidentiality and fairness

If you believe BAQA did not follow this published process, request a procedural review within 20 business days of the outcome and identify the step or new relevant evidence. Where practicable, a manager not directly responsible for the original handling will conduct the review. This is not an appeal against a public authority or a substitute for external rights.

BAQA limits complaint information to people and providers who need it for assessment, response, safety or legal duties. Submitting honestly and in good faith will not affect your BAQA status merely because the concern is not upheld. Deliberately false, abusive or harassing submissions may breach the Terms.

Submit a complaint or concern

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