This information sets out our complaints process and is aimed at our centres and learners/candidates .
We are confident of providing a high quality service and would be extremely disappointed if this is not the case. Therefore, it is important should you feel you have encountered a level of service that is below both yours and our expectations, you raise any concerns you may have with us immediately so that we may address them and learn appropriate lessons.
This information covers complaints that learners, members of the public or centres may wish to make in relation to the qualifications and associated services offered by BPEC Certification Ltd.
It is not to be used to cover appeals in relation to decisions made by BPEC Certification Ltd. These areas are covered by our appeals process.
Centre’s should take all responsible steps to ensure that their staff involved in the management, assessment and quality assurance of our qualifications, and all learners/candidates are aware of the contents of this document and that the centre has a complaints handling procedure and appeals process in place to deal with complaints from learners/candidates about the services they provide. If an individual is unhappy about a service or activity being delivered by a centre, it must first of all go through the centres complaints process before bringing the matter to BPEC Certification Ltd.
How should I complain?
All of our staff have been trained to help our customers, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with you. If they cannot help or you wish to speak to someone else, you can ask to speak to the manager in charge.
If this is not possible, or if you are not satisfied with the help provided by the manager, please send a written complaint, normally within one month of the event you are complaining about, and address it to us at the contact details outlined at the end of the policy.
Learners/candidates who wish to complain about a level of service provided by the centre at which they have taken a BPEC Certification Ltd. qualification, should have exhausted their centres own complaints process before bringing the complaint to us. However, learners can make the complaint directly to us in exceptional circumstances where they feel there was a significant breach by the centre of our various procedures (contact details are contained at the end of this policy).
If I complain; what details do I have to give?
When you contact us, please give us your full name, contact details including a daytime telephone number along with:
- a full description of your complaint (including the subject matter and dates and times if known);
- any names of the people you have dealt with so far;
- copies of any papers or letters relating to the complaint
Sometimes a complainant will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to us, and if you are concerned about possible adverse consequences please inform us that you do not wish for us to divulge your identity.
While we are prepared to investigate issues which are reported to us anonymously, we shall always try to confirm an allegation by means of a separate investigation before taking up the matter with those the complaint/allegation relates.
What will happen to my complaint?
We will endeavour to acknowledge receipt of your complaint within 2 working days of receipt, letting you know who is investigating your complaint.
We aim to investigate the complaint within 20 working days. If your complaint is more complex, or involves people who are not available at the time, we may extend this to 30 working days. We may contact you within this period to seek further information or clarification. At the end of the investigation we shall write/email to inform you of our decision.
If any part of the complaint is upheld, we will respond to the complainant accordingly and give due consideration to how we can improve our service and arrangements. In situations where a complaint has been successful, we will give due consideration to the outcome and will take appropriate actions such as:
(a) identify any other learner who has been affected by that failure,
(b) correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure, and
(c) ensure that the failure does not recur in the future.
What if I am not happy with the reply?
If you disagree with the decision the first point of call is the Certification Manager. If you are still unhappy with the decision taken by BPEC Certification Ltd. in reviewing the complaint you can, where relevant, take the matter through our appeal arrangements.
If you would like to feedback any views or if you have any queries about the contents of the policy, please contact our Certification Manager at BPEC Certification Ltd, 1-2 Mallard Way, Derby, DE24 8GX