Complaints Policy

Our Commitment to You

We are committed to providing high-quality training and excellent customer service. If something goes wrong or you're unhappy with any aspect of our service, we want to hear about it so we can put things right and improve for the future.

Looking to appeal an assessment decision? See our Appeals Policy →

1. Complaints Process Overview

Submit Complaint

Acknowledgement (within 48 hours)

Investigation (up to 10 working days)

Written Response

Resolution

Not satisfied? → External escalation

2. Introduction & Purpose

Brity Group Limited trading as Brity is committed to providing high-quality first aid training and excellent customer service. We value feedback from our learners, customers, and stakeholders, as it helps us maintain and improve our standards.

This policy sets out how we handle complaints about our services. We aim to resolve all concerns fairly, transparently, and promptly.

Purpose of This Policy

Provide a clear, accessible process for raising service concerns
Ensure complaints are handled consistently and fairly
Meet regulatory and consumer protection requirements
Enable continuous improvement through learning from feedback
Comply with consumer protection legislation

Assessment Appeals

If you wish to challenge an assessment decision (e.g., you believe you were unfairly assessed or not awarded a certificate), please refer to our separate Appeals Policy.

3. Key Definitions

Complaint

An expression of dissatisfaction about our service, actions, or lack of action. This includes concerns about booking processes, course delivery, customer service, trainer conduct, facilities, or any other aspect of our service that does not relate to an assessment decision.

Complainant

The person submitting a complaint. This may be a learner, booker, employer, or other affected party.

Investigating Officer

A member of staff assigned to investigate a complaint who was not involved in the original matter and has no conflict of interest.

4. Scope & Application

If a concern is submitted under the wrong procedure, Brity will redirect it to the appropriate policy route without prejudice to the individual.

Who Can Raise a Complaint?

Learners who have attended or booked our courses
Employers or organisations who have booked training on behalf of their staff
Third parties affected by our services
Authorised representatives acting on behalf of the above (with consent)

What This Policy Covers

✓ Covered

Course booking and administration
Course content and delivery
Trainer conduct and performance
Training venue and facilities
Certificate issuance (administrative issues)
Customer service
Refunds and cancellations (policy application)

✗ Not Covered (Use Alternative)

Assessment decisions → Appeals Policy
Whistleblowing concerns → Whistleblowing Policy
Safeguarding concerns → Safeguarding Policy
Staff grievances → HR Grievance Procedure
Data protection requests → Privacy Policy

5. How to Submit a Complaint

We aim to resolve issues quickly and informally wherever possible. If you have a concern, please contact us promptly so we can address it.

Step 1: Informal Resolution

Many issues can be resolved quickly by speaking to us directly. Contact our customer service team by phone or email:

Email: info@brity.co.uk

Step 2: Formal Complaint

If informal resolution doesn't work, or you prefer to submit a formal complaint, please write to us including:

Your full name and contact details
Booking reference (if applicable)
Date(s) of the incident or issue
A clear description of your complaint
What outcome you are seeking
Any supporting evidence

Where to Send

Email: complaints@brity.co.uk

Post: Complaints Manager, Registered Office Address

6. Complaint Investigation Process

Acknowledgement

We will acknowledge your complaint within 48 hours, confirming who will investigate and the expected timescale.

Investigation

An appropriate manager will investigate, gathering evidence and speaking to relevant parties. You may be contacted for further information.

Response

We will provide a written response explaining our findings, any actions taken, and information about escalation options if you remain dissatisfied.

7. Timescales

Acknowledgement: Within 48 hours of receipt
Initial response: Within 10 working days
Complex cases: Up to 20 working days (we'll keep you updated)
Escalation review: Within 15 working days

8. Escalation Routes

If you're not satisfied with our response, you have options to escalate:

Internal Escalation

Request a review by the Chief Executive Officer within 10 working days of our response.

External Escalation

If still dissatisfied, you may contact relevant external bodies such as awarding bodies, Trading Standards, or seek independent legal advice.

9. Record Keeping

We maintain records of all complaints to identify trends and improve our services:

All complaints are logged securely
Records are retained for 6 years. Financial records associated with complaints are retained for 7 years in accordance with HMRC requirements.
Personal data is handled in accordance with our Privacy Policy
Anonymised data is used for service improvement

10. Confidentiality

All complaints are treated confidentially. Information is shared only with those who need to know to investigate and resolve the matter. We comply with data protection legislation at all times.

11. Learning & Improvement

We use complaints as an opportunity to improve:

Regular analysis of complaint trends
Staff training and development where needed
Process improvements based on feedback
Annual review of complaints data

12. Policy Review

This policy is reviewed annually, or earlier where triggered by regulatory, operational, or organisational change. The next scheduled review is January 2027.

13. Contact Information

To Submit a Complaint