Complaints Policy

1. Policy Statement

Brookville Protocol^™ Consulting recognises the importance of learner complaints and welcomes complaints as a valuable form of feedback regarding its services. We are committed to using the information received to drive continuous improvement.

This procedure outlines how complaints are managed and what you can expect when submitting a complaint regarding a service.

A complaint is defined as a grievance, problem, difficulty, or concern regarding a service, including delays, lack of response, discourtesy, failure to consult, or the standard of service received.

2. When to Raise a Complaint

• You believe we have done something wrong
• We have not delivered something we committed to
• You are not satisfied with a service provided

3. Confidentiality & Anonymous Complaints

We understand that raising a complaint may feel difficult. All complaints are treated with strict confidentiality, and it is your right to raise concerns without fear of impact on your service experience.

If no contact details are provided, we may be unable to communicate the outcome of the investigation.

4. Complaints Procedure

In the first instance, complaints should be raised with the relevant team member within 48 hours of the incident. If resolved, the matter is documented and no further action is required.

If the complainant is unable to raise the issue directly, the complaint should be escalated to the Training Manager within the same timeframe.

The Training Manager will notify the Company Owner within 7 days and formally document the complaint.

5. Resolution Process

Upon receipt, the complaint will be reviewed and discussed with relevant parties within 48 hours.

The Training Manager will contact the complainant to seek resolution.

If resolution cannot be achieved, a formal meeting will be arranged with all relevant parties within 30 days. The outcome of this meeting will be considered final.

6. Records & Compliance

Brookville Protocol ^™ Consulting maintains records of all complaints. These are treated as confidential and shared only with relevant parties.

Where a complaint relates to assessment decisions, the Appeals Procedure must be followed.

7. Complaint Records

Record of Complaint:

• Name of individual
• Location
• Date
• Nature of complaint

Resolution:

• Outcome agreed
• Signed by complainant
• Signed by Training Manager

Referral Record:

• Date of referral
• Training Manager name
• Actions agreed