I have a question regarding my business & a customer, St

Hi Ben Thankyou I will add some information regarding the case:I am a training academy in Liverpool I offer Semi permanent training academy. Fully insured & accredited training.I began to offer funded training courses in January for 12 weeks 1 day per week for 4 hours) this includes theory & practical training overall training hours have been: 50 hours and it includes extra home study days for my students to study at home in their own time. Usually these courses I offer are 3 days training per area. My training is longer & more in depth learning all aspects.I have had nothing but happy positive feedback with other students however I’ve had a student express a complaint which I will attach and I can discuss this further

File attached (G41GMM3)

A few things I’d like to highlight:1.) Uniform was provided however we had problems with our supplier no fault of our own. She asked for a medium size and she states that she couldn’t wear the uniform which she had been wearing for the past 3 weeks and never raised a concern.2.) She is complaining about a machine that we had problems with Royal Mail delivery she still had this with plenty of time to practice and she has been using this. She is stating that there was more than enough time however I have 12 students on courses and they was purchased together to avoid a huge delivery fee.3.) She states that “Home study days” was a way of been me booking events out. She knew prior to commencing the course that home study days was weeks where she would complete work set at home. They was not a day off and she did not have any less days and stating I “couldn’t run classes” she attended every class in the schedule there was no weeks missed.4.) They asked as a class for extra classes (I didn’t need to do this as it wasn’t in the schedule) but I offered everyone extra sessions and I have communication via email that she stated she couldn’t attend because she had booked “courses” elsewhere I put on multiple sessions that my other students attended but she did never attend.5.) Shes stating the course schedule was changed to “suit myself” this is not true I attended each session & performed each session via the schedule. If the schedule needed to be adjusted they never missed out on training time this will be to help my students complete work they was falling behind on. Including when she showed up late almost every session.6.) She is upset about the kit however I have communication I sent weeks ago araising her concerns offering to send her , invoices etc. She never contacted me back and carried on happily using the machine & needles provided with no complaints. I even verbally asked her if she was happy with everything and responded “Yes I’m happy with how the course is progressing”7.) Shes stating the manuals was never sent on the days that they was suppose to yet no communication from herself was made via the lip blush manual not being sent. She told me she had problems receiving files via “we transfer” but failed to tell me until days before the class.8.) She is stating that I rushed the course she asked to finish 1 week earlier due to other commitments she had I agreed, I have witnesses regarding this. I spilt the course up due to bullying and verbal abuse I recieved from herself. Her exact words was “I feel better we are now spilt up”9.) she’s stating my responses to messages are shocking however I have responded every single time she has sent a message across the only time I don’t answer is weekends as these aren’t my working hours.10.) never has she ever expressed how disappointed she was with the training since she has attended the full 12 weeks.11.) She is stating that she doesn’t know if I’m a qualified teacher or a legitimate course but she had 12 weeks to ask every quarion about my insurance & teaching certificates. I’ve recently moved into a new room upstairs but I always give everyone the opportunity to ask to see my credentials. So I’m unsure on why her concerns are being brought up right at the end of the 12 week course.12.) she is stating she had little to no practice on the training side but had 3 if not more practices on models in every aspect and she’s even advertising for case study models so I find this unfair.13.) 1RL & 3RL needles is what I use so I train in what products and materials I use. She had a section in her manual explaining other needles if she wished to branch out and try new ones.14.) shes stating she’s dissatisfied with the course and she doesn’t want to continue in semi permanent makeup because of the training but is advertising the treatments. She wants her full kit money back but she has used it for weeks with no complaints & been wearing a uniform which was tailor made designed.How do I respond and go from this please?

But she is now threatening her own legal advice, she signed a contract regarding the amount of £500 which stated non refundable / non transferable she knew this prior

This was what was signed by herself

This was just what was sent to her

Thankyou!