Customer Care Statement and Complaints/Appeals Procedure 

Customer Care Statement

Brightside Training and Consultancy is committed to improving its standards and welcomes comments, whether positive or negative, from all its customers and stakeholders.

 

A complaints procedure is a key element in the company’s approach to customer care. By following a complaints procedure Brightside Training and Consultancy can maintain and improve the quality of its service to customers and stakeholders by identifying where mistakes and genuine grievances have arisen so that these are rectified and that similar circumstances do not re-occur.

Customer Complaints Procedure

In the first instance raise your complaint with the member of staff you are dealing with directly, as we aim to deal with most complaints informally and immediately at the time and place they are made. If the learner is unhappy to approach the member of staff directly, then they can approach the office manager.

 

If the delegate is dissatisfied with this initial stage, then they can make a formal complaint. The complaint should be in writing and sent it to:   

The Centre Administrator

Brightside Training and Consultancy

 

Your complaint will be formally acknowledged within three working days.

 

Within 15 working days of receiving the above acknowledgement you will receive from the Centre Administrator (or his/her nominated representative) a full reply to which your complaint refers.

 

If you are unhappy with the response from the Centre Administrator (or his/her nominated representative) you can write to the Director at the address above. Your letter will be acknowledged within 3 working days.

 

Within 15 working days of receiving the above acknowledgement you will receive from The Director a full reply to which your complaint refers. The decision taken by Head of Centre is final. 

Once the centres internal procedures have been exhausted and if the candidate is not happy with the outcome of the complaint the candidate should follow the appeals procedure.

 

Appeals Procedure

If the delegate is still dissatisfied, after the completion of the informal stage, then he/she may make an appeal in writing against an academic decision within four weeks of the decision. The candidate must set out specific reasons why he/she wishes the appeal to be considered.  This appeal is required in writing at the discretion of the delegate.

The written appeal should be sent to:

The Centre Administrator

Brightside Training and Consultancy

KDYT

Bromsgrove Street

Kidderminster

DY10 1PF

brightsidetraining1@gmail.com

 

The tutor/trainer who made the initial assessment decision will be notified by the Centre Administrator who will arrange for the documented dissatisfaction/assessment outcome to be submitted to an Appeals Committee.  The delegate will be informed in writing, within 7 working days, of the date of the Appeal hearing and make-up of the panel.

The Appeal Committee/ Centre Administrator will consider the appeal within two weeks of the formal appeal being notified and a further one week to communicate the appeals decision to the delegate.

If the delegate does not agree with the decision of the Appeal, the complainant can refer their complaint to the relevant Awarding body, as final arbiter, (details given on request).

Brightside Training and Consultancy will then adhere to the Awarding Body procedures and timelines that it sets and follow any instructions given.  

If candidates feel dissatisfied with the outcome of both the training centre and awarding bodies findings in to their appeal. They can raise their appeal directly with Ofqual who are the regulator of qualifications, examinations and assessments in England and vocational qualifications in Northern Ireland.

Ofqual http://www.ofqual.gov.uk/contact/Contact Number 0300 303 3346  

 

Dated: 07/02/19