Complaints Policy

1Policy and scope

This policy covers complaints from every stakeholder, including candidates, staff, freelance trainers, subcontractors and external partners. It applies to:

• Complaints about our training services, our facilities and the behaviour of our staff
• Issues arising from dealings with external contractors, including anyone working under a Freelance Services Agreement or a Training Partner Supplier Agreement
• Concerns raised by candidates about assessments, results or procedural issues
• Any other grievance involving our operations, other than matters covered by separate disciplinary or legal policies

It does not cover personal grievances or employment disputes, which go through the HR grievance procedure, or complaints that a separate contract or regulatory agreement deals with explicitly.

2What counts as a complaint

• A complaint is an expression of dissatisfaction that requires a response
• Feedback or a minor concern that needs no investigation is not a complaint unless it is escalated
• Anything that challenges a marking or assessment decision is an appeal, not a complaint, and follows the Assessment & Appeals Policy (POL-003)

Read this policy alongside the Data Protection & GDPR Policy, PRO-020 Freelancer Vetting & Onboarding, PRO-021 Accident, Incident & Near Miss Reporting, and the IMS Documented Information Procedure.

3What this policy aims to do

1. Every complaint is acknowledged and investigated professionally, fairly and promptly
2. Complainants can be confident their concerns are heard and acted on
3. Lessons from complaints are used to improve how the organisation works
4. Complaints are analysed for trends and feed continual improvement through the IMS

4Complaints made in person or by phone

Every spoken complaint is taken seriously, however small it may seem.

1. The member of staff receiving it should try to resolve it there and then
2. If that is not possible, it is escalated to the Head of Centre or senior management
3. Staff stay polite, courteous and empathetic throughout
4. Nobody assigns blame or makes excuses
5. If it still cannot be resolved, the complainant is asked to put it in writing and given the contact details to do so
6. Every spoken complaint is logged in the complaints register, even one resolved immediately, so trends can be spotted
7. Staff must act impartially and step aside where a conflict of interest exists

5Complaints in writing

When we receive a written complaint:

1. Acknowledgement. The Head of Centre acknowledges receipt within two working days
2. Recording. The complaint is logged in the complaints register
3. Further detail. We may come back to you for more information
4. Investigation. If a third party has to be involved we will tell you. Serious concerns will prompt legal advice. Investigations conclude within 28 days and any extension is explained clearly
5. Resolution. The outcome is given in writing or in a meeting, and minutes are recorded
6. Follow-up. Any shortcoming we find in a procedure is reviewed and amended
7. The investigation is carried out by an appropriate and impartial person who was not involved in the original matter, and any conflict of interest is declared and managed
8. All complaint documentation is controlled as IMS documented information
9. Corrective actions arising from a complaint are recorded in the IMS Corrective Action Register

6Freelancers and subcontracted providers

Our commitment extends to the people who deliver for us. Where a complaint involves a freelance trainer or a third-party provider we will:

1. Follow the standard procedure set out above
2. Review the relevant agreement, whether that is the Freelance Services Agreement or the Training Partner Supplier Agreement
3. Resolve it collaboratively, with oversight from the Quality Manager
4. Expect full cooperation with the investigation, as required by their contract and PRO-020
5. Manage anything touching safeguarding or misconduct through the Safeguarding & Prevent Policy and our disciplinary procedures

7Data protection

1. Complaints data is handled in line with UK GDPR and the Data Protection Act 2018
2. Personal information is shared only with those directly involved in resolving the complaint
3. Complaint records are securely destroyed six years after closure
4. The lawful basis for processing complaint data is legitimate interest and, where it applies, legal obligation
5. Records are held securely with access restricted to authorised personnel
6. You can request access to complaint-related information about you under the Data Protection & GDPR Policy

8Monitoring and review

• The Head of Centre reviews this policy annually as part of the IMS Management Review (ISO 9001 clause 9.3)
• We collect data on each complaint, the actions taken and the lessons learned
• Feedback is built into the annual review, led by the Quality Manager and the Head of Centre
• The data is used to refine processes and improve service quality
• Complaints data is reviewed periodically to identify trends and preventative action

9NEBOSH complaints

Concerns about a NEBOSH assessment or about malpractice follow NEBOSH's own Enquiry About Results Policy and Malpractice Policy.

Complaints about how a course was delivered, covering teaching, resources or the venue, must come through this policy. NEBOSH does not review teaching-related complaints.

10Training and awareness

1. Every member of staff receives complaints management training at induction
2. Regular reviews keep the policy current and effective
3. Refresher training is provided as needed to maintain competence