Customer Complaints Policy & Procedure
Whilst the organisation strives to always ensure that all customers including Learners, Apprentices and Employers using our services will be fully satisfied, we acknowledge that there may be occasions where this is not always the case.
We aim to resolve all concerns informally, but where any individual is unhappy with the service we have provided, the following procedure will apply. All complaints will be treated in the strictest confidence and comply with the organisations Equality & Diversity policy.
Where any individual is unhappy with a programme or a service provided, they should state the nature of their complaint, in writing, within 14 days to Group Operations Manager, BCTG, Taylors Lane, Oldbury, B69 2BN. Or via email 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 Group Operations 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 Group Operations 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.
Should the individual still not be satisfied with the outcome of this policy, they can raise it directly to the Education & Skills Funding Agency (ESFA) via their Complaints Team at complaints.ESFA@education.gov.uk.
Details of this process can be found at www.gov.uk/complain-BCTG-education-apprenticeship.
This policy will be reviewed annually by the BCTG Board.
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