BCM Ltd Complaints Policy – bcm-academy.co.uk

Introduction

BCM Ltd aims to provide a high standard of service to learners and stakeholders in relation to the delivery and assessment of courses and qualifications. This policy explains the procedures that should be followed when making a complaint about any aspect of the organisation’s services.

This procedure is not intended for appeals against assessment decisions or for reporting malpractice or maladministration, as these issues are covered under separate BCM Ltd Appeals and Malpractice Policies.

Reporting

Complaints may be reported informally or formally depending on the nature of the issue. Learners and stakeholders are encouraged to raise concerns as soon as possible to support timely investigation and resolution.

Complaints Procedure

Stage 1: Informal Complaint

Individuals are encouraged to discuss concerns directly with the relevant tutor or appropriate member of staff in an attempt to resolve the issue informally before progressing to a formal complaint.

Stage 2: Formal Complaint

If an issue cannot be resolved informally, a formal complaint should be submitted in writing by email or post using the contact details provided within this policy.

Formal complaints must normally be submitted within the required timeframe following the incident. Complaints will be acknowledged and investigated by a staff member who has no direct involvement or personal interest in the matter.

Complainants may be contacted for additional information during the investigation process. BCM Ltd aims to provide written outcomes within the stated working day timeframe, although complex cases may require additional time.

Submitting a Complaint

Written complaints should include the complainant’s full contact details, a clear description of the issue, relevant dates and times, copies of supporting documents or correspondence, and details of how the complainant would like the matter resolved.

Upheld Complaints

Where a complaint is upheld, BCM Ltd will take appropriate corrective action. This may include identifying other affected learners or stakeholders, correcting failures, reviewing procedures, arranging staff training, or implementing disciplinary procedures where necessary.

Right of Appeal

If a complainant is dissatisfied with the outcome of a complaint or believes procedures were not applied fairly or objectively, they may submit an appeal using the BCM Ltd Appeals Procedure.

Confidentiality and Whistleblowing

Individuals may request anonymity when making complaints. BCM Ltd will make reasonable efforts to maintain confidentiality during investigations, although certain circumstances may require disclosure to awarding organisations, regulators, or legal authorities.

Complaints involving regulated qualifications, equality concerns, data protection issues, or qualification integrity may also need to be reported to awarding organisations or regulatory bodies.