Tel:0121 510 2169
Our Office Contact hours are:
Monday to Thursday 9:30am — 5:30pm
Courses are delivered at your premises unless otherwise agreed. If you prefer an alternative location just let us know.
We are committed to providing good quality services. If you feel our services exceed your expectations, we would welcome your feedback. We also recognise however, that we sometimes get things wrong or make mistakes. To deal with this we have a compliments and complaints procedure.A copy of this procedure will be available on request.
Compliments will be recorded centrally and also on the personnel file of any member of staff individually complimented.
-We will deal with your complaint
-We do not look on complaints as unwanted. In fact, they may help us to see where our services or procedures might be improved. So let us know where you feel we have made a mistake or done something that you found unsatisfactory or unacceptable.
-Even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook.
-We record all complaints.
How to Complain
Step 1: Contacting us
The first step is to talk to a member of the Customer Service Team on 0121 510 2169
We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within five working days to be acknowledged and will be resolved within 21 Days.
Step 2: Taking your complaint further
If you are not satisfied with the outcome of our initial response, the next step is to put a formal complaint in writing to the Customer Service Team, setting out the details, explaining what you think went wrong and what you feel would put things right.
Once the Customer Service Team receives a written complaint it will be acknowledged in writing within five working days of receiving it. Included in this letter will be a copy of our complaints procedure and expected response time. They will arrange for a full investigation to take place.
Investigations should normally be conducted within three weeks unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.
Step 3: The next stage
If your complaint is regarding any other matter you may document your issues and address your correspondence to the Principal at the above address.