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Complaints Procedure
Newson Education Complaints Procedure
At Newson Education, we are committed to providing high-quality education, training, and customer service. We value feedback from our learners, delegates, clients, and partners and take all complaints seriously.
We view complaints as an opportunity to understand concerns, improve our services, and ensure a positive experience for everyone who engages with Newson Education.
We view complaints as an opportunity to understand concerns, improve our services, and ensure a positive experience for everyone who engages with Newson Education.
How to Make a Complaint
If you are dissatisfied with any aspect of our courses, training, learning platform, customer support, or interactions with our team, please let us know as soon as possible.
You can submit a complaint by:
Email: info@newsoneducation.co.uk
Post: 111 Park Street, London, United Kingdom, W1K 7JF
Please include:
If you require any reasonable adjustments to make a complaint, please let us know and we will do our best to support you.
You can submit a complaint by:
Email: info@newsoneducation.co.uk
Post: 111 Park Street, London, United Kingdom, W1K 7JF
Please include:
- Your full name
- Contact details
- Details of your complaint
- Relevant dates and course information, where applicable
- Any supporting documentation or evidence
- The outcome you are seeking
If you require any reasonable adjustments to make a complaint, please let us know and we will do our best to support you.
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 Newson Education team who was not directly involved in the matter, where possible.We may contact you if we need additional information or clarification to investigate your complaint fully.Where appropriate, the matter may be escalated to a senior member of the team or management.
Step 3 – Response
We aim to provide a full written response within 10 working days of receiving your complaint.If the complaint is complex and requires additional time to investigate, we will let you know, explain the reason for the delay, and provide an updated timescale for our response.
Step 4 – Escalation
If you are not satisfied with our response, you may request that your complaint is escalated to a senior manager or director for a final review.The request should explain why you remain dissatisfied and identify any points you believe have not been adequately addressed.
We aim to complete the escalation review within 10 working days of receiving the request.
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 Newson Education team who was not directly involved in the matter, where possible.We may contact you if we need additional information or clarification to investigate your complaint fully.Where appropriate, the matter may be escalated to a senior member of the team or management.
Step 3 – Response
We aim to provide a full written response within 10 working days of receiving your complaint.If the complaint is complex and requires additional time to investigate, we will let you know, explain the reason for the delay, and provide an updated timescale for our response.
Step 4 – Escalation
If you are not satisfied with our response, you may request that your complaint is escalated to a senior manager or director for a final review.The request should explain why you remain dissatisfied and identify any points you believe have not been adequately addressed.
We aim to complete the escalation review within 10 working days of receiving the request.
Confidentiality and Data Protection
Complaints will be handled confidentially and in accordance with applicable data protection legislation.
Information will only be shared with individuals who need it to investigate and resolve the complaint, or where disclosure is required by law or necessary for the proper handling of the matter.
Information will only be shared with individuals who need it to investigate and resolve the complaint, or where disclosure is required by law or necessary for the proper handling of the matter.
Continuous Improvement
We record and monitor complaints to help us identify recurring issues and improve our courses, learning resources, systems, services, and customer experience.
We welcome feedback from our learners, delegates, clients, and partners and use it to support the continuous improvement of Newson Education.
We welcome feedback from our learners, delegates, clients, and partners and use it to support the continuous improvement of Newson Education.
Contact Us
For questions regarding this procedure or to submit a complaint, please contact:
Email: info@newsoneducation.co.uk
Post: 111 Park Street, London, United Kingdom, W1K 7JF
Website: https://www.newsoneducation.co.uk
Effective Date: September 2026
Review Date: September 2027
Email: info@newsoneducation.co.uk
Post: 111 Park Street, London, United Kingdom, W1K 7JF
Website: https://www.newsoneducation.co.uk
Effective Date: September 2026
Review Date: September 2027
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Medical Disclaimer: Please note that neither the content of the website nor our education programmes are intended in any way to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your doctor or other qualified health provider with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read within our content. If you think you may have a medical emergency, speak to your doctor or contact the emergency services immediately.
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Dr Louise Newson is a GP, hormone specialist and researcher dedicated to improving hormone healthcare and education. She is founder of Newson Clinic and Newson Education, and has developed a range of resources to improve access to evidence-based information for both healthcare professionals and the public. An award-winning educator, author and podcaster, Louise is also behind the free Balance menopause and hormones app. Her work focuses on increasing understanding of perimenopause, menopause and wider hormone health, helping people and clinicians make informed decisions based on accessible, evidence-based information.
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Dr Rebecca Lewis
MBBS FRCA DRCOG MRCGP
Co-founder, Newson Education
Dr Rebecca Lewis is a GP and menopause specialist with a background in anaesthetics and general practice. After developing a particular interest in the impact of menopause on women’s health and quality of life, she went on to focus her work on improving menopause diagnosis, treatment and education. She is passionate about helping women manage symptoms effectively and supporting healthier, more active lives through midlife and beyond. Rebecca works closely with Dr Louise Newson, co-founded Newson Clinic in 2018 and is also a director of the free Balance app.
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Board-certified obstetrician and gynecologist and certified menopause practitioner, Dr Susan Hardwick-Smith specialises in midlife health, hormone optimisation and sexual wellness. After 20 years in traditional obstetrics and gynecology, she founded Complete Midlife Wellness Center in Houston, one of the first menopause-focused practices in the US. She also collaborates with Baylor College of Medicine on research exploring optimal testosterone dosing and administration for women. Dr Susan is a published author and host of Empowering Midlife Wellness, with a particular interest in helping women optimise their health and wellbeing through midlife and beyond. She has also been widely recognised for her clinical work, including receiving the Texas Super Doctor award 20 times and multiple Top Doctor and Top Doctor for Women awards.
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Dr Felice Gersh is a multi-award-winning physician with dual board certification in Obstetrics and Gynecology and Integrative Medicine, and founder and Medical Director of the Integrative Medical Group of Irvine in California. Her work focuses on women’s hormones, metabolism, ageing and menopause, combining evidence-based conventional and integrative approaches to care. Felice has held teaching roles at the Keck School of Medicine of USC and the University of Arizona, and is an internationally recognised lecturer and published medical author. She is also the bestselling author of the PCOS SOS series and Menopause: 50 Things You Need to Know.
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Longevity medicine clinician, Consultant Plastic Surgeon and Chief Medical Officer of Apex Longevity Academy, Matthew Pywell combines surgical expertise with a focus on preventative medicine and healthspan. A Consultant Plastic Surgeon on the GMC Specialist Register, he is also a recipient of the prestigious Ian McGregor Gold Medal from the Royal College of Surgeons and achieved Distinctions in both his Medical Degree and Masters in Medical Education.
He is also Founder and Medical Director of OneLife Clinic on Harley Street, where his work focuses on precision health optimisation, endocrine health and biomarker-guided interventions, with a particular interest in men’s health. Matthew is a Principal Investigator for national NIHR clinical trials, a published medical author and international lecturer on longevity medicine, hormonal optimisation and precision biomarker analysis.
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Physician, longevity clinician and medical educator, Dr Alice Thomas has a clinical background spanning internal medicine, endocrinology and ophthalmology. She is Lead Trainer at Apex Longevity Academy and co-founder of OneLife, a Harley Street longevity clinic, with particular interests in inflammation, women’s health, metabolic health, exercise, sleep and healthy ageing. A Member of the Royal College of Physicians and Fellow of the Royal College of Ophthalmologists, Alice also holds a first-class degree in Experimental Pathology and a Master’s in Medical Education, with a strong focus on translating complex science into practical clinical care.
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Dr Harriet Turnbull is a GP and aesthetic medicine specialist with more than 10 years’ experience in the field. She completed a Level 7 Diploma in Injectable Therapies and has worked in aesthetic practice alongside her clinical career. Harriet is Chief Medical Officer at Derma Medical, where she teaches and supports practitioners in the UK and internationally. Her clinical approach focuses on natural-looking results, patient confidence and meticulous attention to detail, with a strong emphasis on safe, evidence-based aesthetic practice.
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Specialist in Obstetrics and Gynecology, Dr Rony Emmer is Medical Lead and Head of Education at EndoGyn Sweden in Stockholm. Having completed his residency at Karolinska University Hospital, he has particular expertise in advanced gynecological ultrasound diagnostics and applies precision imaging to support highly accurate diagnostic evaluation and personalised patient management.
He is deeply committed to advancing hormonal health, perimenopause and menopause care, delivering tailored, evidence-based treatment plans designed to optimise long-term healthspan and wellbeing. His approach combines detailed diagnostics with individualised care, helping ensure treatment is guided by each patient’s specific needs and clinical picture.
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Dr Tashiya Mirando
MBChB MRCGP DRCOG DFSRH DipIBLM
GP, Hormone and Women’s Health Doctor
Dr Tashiya Mirando is a British Family Physician practising at Osler Health International in Singapore and a leading advocate for women’s hormonal health and menopause care. Her clinical approach combines evidence-based medicine with preventative, precision lifestyle and geroprotective strategies designed to optimise long-term healthspan and wellbeing.
As an active member of the Healthy Longevity Medicine Society Working Group on Hormonal Health and Ovarian Ageing, Dr Mirando is co-author of a 2025 paper exploring perimenopausal hormone replacement therapy as a geroprotective approach. Her work considers the role of hormone treatment not only in symptom relief, but also as part of a wider strategy to support healthy ageing and help delay systemic biological ageing.
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Dr Holly Carding is a General Practitioner and Hormone Health Specialist at Newson Clinic, alongside her educational leadership role at Newson Education. She has a particular interest in medical education and supporting healthcare professionals to build confidence in hormone health. Holly is Programme Director for the University of South Wales PG Cert in Menopause Medicine and is involved in developing educational resources and teaching designed to strengthen clinical knowledge and improve menopause care.
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Jen Renwick is a pharmacist and R&D executive with more than 30 years’ experience in the global biopharmaceutical sector. Her career has included senior roles at Amgen and Adaptimmune, where she led clinical development and trial operations across a broad range of new therapies. She also served as a clinical adviser to the UK Vaccines Taskforce, supporting companies bringing COVID-19 vaccine trials to the UK.
Jen now works as an independent consultant, advising biotech companies on clinical strategy, operations and organisational development. She is also an experienced mentor and advocate for women in science and, together with Dr Glen Clack, contributes her time to researching, publishing and lobbying for regulatory reform in women’s health. Their work focuses on challenging gaps in evidence, improving standards of care and addressing inequalities between public and private healthcare.
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Marie Lyon
BEM
Chair, Association for Children Damaged by Oral Hormone Pregnancy Tests
Marie Lyon is a patient safety advocate who has campaigned since 1978 to strengthen the patient voice within regulatory, policy and professional systems. As Chair of the Association for Children Damaged by Oral Hormone Pregnancy Tests, she has worked with policymakers, civil servants, clinicians, scientists and regulators to improve transparency and accountability in women’s health and medicines safety.
She has been a member of the MHRA Patient Representatives UK Group Consultative Forum since 2014 and co-chaired the Government-funded Patient Reference Group reviewing implementation of the Independent Medicines and Medical Devices Safety Review recommendations. Marie has also served as Secretariat to the All-Party Parliamentary Group on Hormone Pregnancy Tests since 2013, helping sustain parliamentary scrutiny of the issue.
Her contribution to patient safety and scientific research has been recognised with a British Empire Medal, alongside National Institute for Health and Care Research recognition for her contribution to patient and public involvement.
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Dr Glen Clack is a pharmaceutical physician with more than 25 years’ experience in oncology and haematology drug development. He is Founder and Managing Director of Ailse Oncology and Honorary Professor of Translational Medicine at the University of Sheffield. Previously Senior Medical Director of AstraZeneca’s Oncology Translational Medicine Unit, he contributed to the registration of multiple oncology therapies.
His expertise spans dose optimisation, biomarker-guided clinical trials and hormone signalling. Alongside pharmacist and biopharmaceutical R&D executive Jen Renwick, Dr Clack contributes to researching, publishing and lobbying for regulatory reform in women’s health. Their work challenges gaps in evidence, supports improved standards of care and addresses inequalities between public and private healthcare.
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Jill Chmielewski is a registered nurse, menopause educator and women’s health advocate with more than 30 years’ healthcare experience. She is the US expert for the Balance app and holds a Master of Jurisprudence in Health Law, alongside advanced training in functional medicine, menopause and hormone replacement therapy.
Her work focuses on accessible hormone education and informed, individualised care. She has a particular interest in challenging blanket hormone restrictions after breast cancer and encouraging transparent discussion of evidence, uncertainty, treatment benefits and risks. Through writing, education and public speaking, Jill helps women understand their options and participate meaningfully in decisions about their health.
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Dr Clare Nieland is a GP with more than 20 years’ experience across the NHS and private practice, and President of the British Society of Lifestyle Medicine. Her work combines lifestyle medicine, prevention and longevity, with particular interests in metabolic health, nutrition and sustainable behaviour change.
She also has extensive experience in women’s health, supporting women through perimenopause and menopause with individualised medical treatment and lifestyle strategies. Co-founder of The Windsor Wellness Clinic, Dr Nieland continues to practise as an NHS GP and works in longevity medicine at Hooke London. She is also a GP trainer, mentor and educator in evidence-based approaches to healthy ageing.
Dr Terry Loong is an integrative skin, aesthetic and hormone doctor with nearly 20 years’ experience in aesthetic medicine. She supports women through perimenopause and menopause, combining HRT where indicated with nutrition, lifestyle and health coaching, alongside treatment for skin concerns associated with hormonal change.
A graduate of King’s College London and Member of the Royal College of Surgeons of England, Dr Loong has undertaken further training in functional medicine and menopause care. Her specialist interests include hormonal acne, perimenopausal skin changes and regenerative treatments. She is the author of The Hormonal Acne Solution and an Elite Trainer at Derma Medical.
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Penny Pijnenburg is a women’s health advocate and writer with a particular interest in how language, terminology and communications shape perceptions of menopause and women’s health. Her own experience of perimenopause led her to begin delivering menopause awareness sessions in both Dutch and English, alongside writing educational content for the Dutch foundation Overgang & Hormonen and the Balance app. Penny is a passionate advocate for greater awareness of Genitourinary Syndrome of Menopause (GSM), coauthoring the GSM chapter in a 2026 Dutch book on hormones and speaking about the condition on podcasts including Dr Louise Newson’s. She currently training as a certified hormone coach.