The following statement outlines the organisational policy across The BCTG Group. This includes BCTG Limited, PTP Training and Eurosource Solutions. It is also the policy adopted by Group Partner companies, Further Training and The Apprenticeship Works. From this, each individual business develops their own specific procedures to implement this policy.
The aim of this policy is to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
Principles Underpinning the Policy
BCTG Group staff and partners are committed to
- Acknowledging the complaint immediately;
- Responding within a stated period of time;
- Dealing reasonably and sensitively with the complaint;
- Taking action where appropriate
- Logging all complaints and tracking them to monitor conclusion
- Using the outcomes of complaints to improve the quality of service
What To Do If You Have a Complaint
If you have a concern about any aspect of the service you receive from BCTG Group or from one of BCTG’s partners, you should contact the staff member most directly involved, who will probably be someone whom you will know already. If you are not sure whom to contact or you do not want to approach the person most directly involved, then you should contact a member of the Senior Management Team (details available at bctg.org.uk) or a Senior member of staff whom you trust at the relevant BCTG partner.
You may make a complaint by:
- By speaking with a member of staff.
- By email
- By letter
What Will Happen When You Make a Complaint
Where any individual is unhappy with a programme or a service provided (either directly or by a Partner), they should contact, within 14 Days, stating the nature of their compliant to;
Group Operations Manager
Upon receipt of the letter of 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 Group Chief Executive. The Group 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 Group Chief Executive will write to the individual stating when an investigation will be completed.
Policy review This policy will be reviewed annually by The Group Governing Body.