COMPLAINTS POLICY STATEMENT

Commitment from Richmond Bright

Richmond Bright strives to meet and exceed expectations and seeks to continually improve the quality of its services.  Richmond Bright works to form good relationships within the communities it operates in.   Richmond Bright will endeavour to positively respond to all written complaints where it has not been possible to resolve the matter informally.

We aim to:

• Resolve informal concerns quickly.
• Acknowledge formal complaints in writing and without unnecessary delay.
• Manage the complaint in a reasonable and sensitive manner.
• Act where appropriate.
• Keep the complainant informed of the progress and outcome of their complaint.
• Learn from and use constructive feedback and complaints from interested parties in the review process to improve our products, services, policies and procedures.

Appeals Procedure

Please note that a complaint should be considered as separate from the appeal of an assessment decision.  If you wish to challenge an assessment decision, please refer to Pol02 Appeals Policy for Learners.

Complainant’s Responsibilities

A person raising a complaint with Richmond Bright is required to do this either:

• Informally – verbally with their point of contact at Richmond Bright.
  • In person
  • By telephone – 0330 912 14 14
• Formally – written account in a letter format to:
  • By post – FAO Quality Team, Richmond Bright Limited, Unit 9 Mersey Reach, Galgate Drive, Liverpool, L30 6AD
  • By email – to training@richmondbright.co.uk  

A complainant should raise concerns or complaints promptly and as soon after their experience as possible but within 14 days.   The complainant should detail their experience as clearly and as fully as possible, for example:

• dates/times
• venue or activity
• people involved (Richmond Bright staff and others)
• how expectations have not been met
• offer suggestions on how they believe this matter can be resolved.

The complainant should allow the point of contact they make aware of their dissatisfaction a reasonable time to deal with the matter, 21 days is considered reasonable.  The complainant will not publicly by any means (for example verbally, social media forums or by letter to other organisations) raise the complaint without first allowing Richmond Bright the opportunity to address their concerns.

It is important that the complainant considers and recognises that some circumstances may be beyond the control of Richmond Bright and their staff.

Richmond Bright’s Responsibilities

We will consider each and every concern or complaint raised on an equal basis and in a reasonable, timely manner.   We will acknowledge formal complaints in writing within 14 days of receipt.  We will take action where appropriate.  We will inform the complainant of any action taken, any improvement made as a result of their complaint and the outcome of their complaint within 28 days from receipt of the initial complaint.  This outcome may be that the complaint continues to be reviewed and is ongoing.

Every attempt will be made to ensure confidentiality of the complainant, but it may be necessary to disclose this fact to progress the investigation.

Complaints Process

If the time period between an event and a complaint being received is in excess of 45 days, then the complainant may receive an acknowledgement, but it may not be possible to carry out a full investigation due to the passage of time.

The complaints process can have up to 3 stages. 

Stage 1

Concern or complaint is raised.  Complainant decides whether this will be formally or informally.  Informal concern or complaint is acknowledged and addressed by the Richmond Bright point of contact.  If the complainant is content with this outcome this will be the end of the process.  The point of contact will feedback the information to the Quality team to assist the review process.  If the complainant is dissatisfied with the response, then they will be asked to make a formal complaint within 14 days and the matter will be escalated to Stage 2.

Stage 2

A formal complaint is received by Richmond Bright.  Richmond Bright will acknowledge receipt of the formal complaint within 14 days of receipt.  Richmond Bright will endeavour to investigate the complaint and respond to the complainant within 21 days from acknowledging receipt of the complaint with a resolution or an update on the outcome.

Stage 3

If the complainant remains discontent with the outcome of the review from Stage 2, they may submit a final complaint which will be considered by the Directors of Richmond Bright.  Where appropriate and for Stage 3 complaints connected to assured or accredited training qualifications, Richmond Bright may consult with the respective Awarding Organisation.

Continuous Improvement

Richmond Bright will use all constructive feedback received both verbally and in writing, the review and monitoring of complaints and non-conformances and their resolutions and outcomes to continuously improve their services, products, policies and procedures.