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Formal Complaints Time Scale

1. Issue of Concern. Student wishes to make a formal complaint.
   
   
2. Action - Obtain advice from your trainer, invigilator or the Business Development Manager (BDM) of Beyond The Blue Ltd. (BTB)
   
   • Time Scale - Within 48 Hours of Issue of Concern (Point 1)
   
   
3. Action - Make an informal complaint to the appropriate BTB employee
   
   • Time Scale - Within 48 Hours of Point 2
   
   
4. Action - If no response is received or the complaint is not resolved use the Formal Complaints Procedure by completing and submitting a Formal Complaints Form.
   
   • Time Scale - Within 10 Days of Point 2 or 3
   
   
5. Action - Complete the Formal Complaints Form and submit it to the BDM of BTB. You will receive an acknowledgement.
   
   • Time Scale - Within 10 days of initial issue of concern (Point 1)
   
   
6. Action - Candidate to receive acknowledgement letter from BDM
   
   • Time Scale - Within 5 working days of Point 5
   
   
7. Action - BDM will start investigations and consultation process regarding complaint.
   
   • Time Scale - Within 5 working days of Point 5
   
   
8. Action - Written response from the BDM
   
   • Time Scale - Within Three weeks of Point 5
   
   
9. Action - If matter is unresolved or response is unsatisfactory, complaint should be forwarded to the Managing Director (MD).
   
   • Time Scale - Within 5 Working Days of Point 8
   
   
10. Action - Written response from the MD in regard to their findings
    
    • Time Scale - Within 1 Calendar Month of Point 9
    
    
11. Action - If the complaint is upheld, the BDM will respond as appropriate.
    
    • Time Scale - Within 5 working days of Point 10

Our training courses provide clients with solutions for Workplace Violence through Conflict Management and help our clients meet their statutory requirements and succeed in the Licensed Retail Sector and the Security Industry. These include:

For more details on our Course Dates and Fees please visit the Bookings & Fees section of our website, Contact Us or call us on 0845 602 55 95 to book your place.

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Other useful pages in this section of our website include:

• Welcome (Home Page) • Company Profile • Why Choose Us? • Our Services • Our People • Our Clients • Testimonials • Policies & Procedures •