Introduction:

Britsafe™ Qualifications UK Limited aims to provide a good level of service to support our learners and other stakeholders in the delivery and assessment of all our courses and qualifications. This document outlines the procedures to be followed if you wish to make a complaint relating to any aspect of our service. This procedure is not to be used for appeals (including appeals against assessment decisions), or for reporting malpractice/maladministration, in these circumstances you should refer to Britsafe™ Qualifications UK Limited Appeals Policy.

Complaints Procedure:

Stage 1: Informal Complaint

You are encouraged to address any issues directly with the relevant Course Coordinator or appropriate member of staff as soon as possible, however, if a satisfactory resolution cannot be found then learners should proceed to the next stage.

Stage 2: Formal Complaint

Complaints should be made in writing, by email using the contact details at: britsafequal.com

• Formal complaints must be made within 20 working days from the date that the issue occurred. We reserve the right to not investigate any complaints made outside of this period.
• Your complaint will be acknowledged within 10 working days from receipt.
• We will appoint a member of staff, who has no direct involvement in the issue being raised and no personal interest in the outcome of the complaint, to investigate.
• You may be contacted during the investigation into the complaint if further information or clarification is required.
• You will normally be informed of the outcome of your complaint, in writing, within 10 working days from receipt, however, this may take longer if the complaint is complex, Britsafe™ Qualifications UK Limited will aim to keep you updated.

Submitting a Complaint:

Complaints are made in writing, by email. The following details must be provided at the time of writing:

• Your full name and contact, including telephone number.
• Outline your complaint, providing as many details as possible, including the subject dates and times if known.
• Details of any previous correspondence or communication relating to the complaint.
• Copies of any documentation and/or correspondence relating to the complaint;
• An indication of how you would like to see the complaint resolved.

Upheld Complaints:

If your complaint is upheld, we will take appropriate action, examples may include:

• Identify any other learner/stakeholder who has been affected. 
• Correct the failure and the circumstances where this cannot be done aim to mitigate any impact.
• Review procedures.
• Arrange for staff training.

Where behaviour of staff is deemed inappropriate internal disciplinary procedures may be implemented, however, the details of such procedures cannot be shared.

Right of Appeal:

• If you are dissatisfied with the outcome of a complaint or believe that the procedures as outlined in this document have not been applied fairly or objectively you may appeal using our Appeals Procedure.

Whistleblowing:

• If you wish to complain anonymously, please confirm that you do not wish your identity to be disclosed at the time of writing. In such cases we will investigate the complaint where possible and only if there is supporting evidence. We will try our utmost to maintain confidentiality, however, during the investigation, your identity may become evident to others involved.
• The relevant awarding organization or regulatory body may also require copies of any documentation, this could also lead to your identity being revealed. We will of course take all reasonable steps to inform you in advance.