Complaints Policy

At BCE we strive to give our customers the best possible service that they expect, we recognise that sometimes things may go wrong. If for any reason you are dissatisfied with the service that we provide, please let us know so we can deal with your query and improve the service we provide.

What is a complaint?

A complaint is when you inform us you are not happy about the service we provide. It can be about anything and could include:

  • When we do not deliver a service on time
  • When we give you, the learner, wrong information
  • When you receive a poor quality service
  • When you have a problem with a member of staff 


We ensure that:

  • Making a complaint is as easy as possible 

  • We treat your complaint seriously and with the utmost professionalism 

  • We deal with your complaint promptly and in confidence 

  • We learn from complaints and use them to review and improve our service 


However, a complaint is received, it will be dealt with efficiently, with the aim of resolving the issue as quickly as possible, to the satisfaction of the customer.

Trainers or learners should make complaint to Bespoke Consultancy and Education Ltd (BCE) who will do their upmost to resolve the concern before making a complaint to the awarding organisation.

How to make a complaint

If you wish to make a complaint you can contact BCE in any of the following ways listed below; 


Tel: 01934 411260

E-Mail: info@bcecare.co.uk

Post: Bespoke Consultancy & Education Ltd

        The Hive

        6 Beaufighter Road

        Weston super Mare

        BS24 8EE

Complaints procedure

If we receive a complaint, we will try to resolve it immediately if we can and notify you of the outcome. We will send:

  • An acknowledgement within two working days
  • Details of who will be dealing with the complaint
  • Final response within 10 working days

If we are unable to resolve the complaint immediately, we will:

 

  • Ask for any further information required
  • Within 10 working days:
  • Send a response
  • Update you and state when we hope to complete our investigations

 

We record all complaints and review them to consider if we need to make any changes to improve our services or prevent a re-occurrence.

If for any reason you are unhappy with our response to your complaint you can contact Tony Webber the Managing Director.

Tel: 01934 411260

E-Mail: tony.webber@bcecare.co.uk

Post: Bespoke Consultancy & Education Ltd

        The Hive

        6 Beaufighter Road

        Weston super Mare

        BS24 8EE

Your complaint will be fully investigated and a response issued within 10 working days.

Apprenticeships – if you are not satisified with the response from the Managing Director regarding Apprenticeship delivery you can contact the National Apprenticeship Helpline on 0800 015 0400 or email nationalhelpdesk@apprenticeship.gov.uk

Awarding Body

If you are not satisfied with the response from the Managing Director you can  escalate your complaint to the relevant Awarding Body.

Details of our Awarding Bodies are:

I Can Qualify – T: 0207 8493370

W: www.icanqualify.net E: info@icanqualify.co.uk

Highfield Awarding Body for Compliance T: 0845 2260350

W: www.highfieldabc.com E: info@highfield.co.uk

Qualsafe Awards T: 0845 6443305

W: www.qualsafeawards.org E: info@qualsafeawards.org

If you are not satisfied with the response from the Awarding Body you can escalate your complaint further to the qualification regulator Ofqual, either a representative of BCE or the relevant Awarding Body will be able to provide details of how to do this.