Whilst the organisation strives to ensure that at all times customers, candidates, clients and users of our programmes and services will be fully satisfied, we acknowledge that there may be occasions where this is not always the case.
Therefore in the instance where any individual is unhappy with the service we have provided, the following procedure will apply.
Where any individual is unhappy with a programme or a service provided, they should contact, within 14 Days, stating the nature of their compliant to;
Group Operations Manager, BCTG Limited, Taylors Lane, Oldbury, B69 2BN. Correspondence should be sent to firstname.lastname@example.org.
Upon receipt of the complaint the Group Operations Manager will be responsible in ensuring that the complaint is investigated. Within 21 Days of receipt the letter of complaint the Quality & Learner Engagement Manager will write to the individual explaining the outcomes of the investigation, and describing how their grievance will be addressed.
If the complaint cannot be investigated within 21 days, the Quality & Learner Engagement Manager will write to the individual stating this and indicating when the investigation will be completed and a response provided.
If the individual is dissatisfied with the outcome of the investigation or the proposed remedial action, the can write directly to the Chief Executive. The Chief Executive will then investigate and write to the individual, describing the outcomes of the investigation and his final decision within 28 Days of notification of the complaint. If the complaint cannot be investigated within this timescale, the Chief Executive will write to the individual stating when an investigation will be completed.
In parallel to this Complaints Procedure all individuals undertaking accredited qualifications delivered directly by BCTG are a liberty to raise issues and concerns as outlined by the various Awarding Bodies. This procedure will have been notified to each candidate upon registration for his or her award. All complaints will be treated in the strictest confidence and comply with the organisations Equality & Diversity strategy.