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Complaint procedure

1.    Aim of Procedure

The British Safety Council is committed to delivering services of the highest possible quality and to operating in an open, fair and accountable manner.   We recognise that, on occasion, customers may feel dissatisfied with an aspect of our service. We view complaints as an important source of feedback and as an opportunity to learn, improve and strengthen our standards.

This procedure sets out:

  • What constitutes a complaint
  • How a complaint can be submitted
  • How it will be handled
  • The timescales you can expect
  • The options available if you remain dissatisfied

Submitting a complaint will not prejudice your ongoing relationship with the British Safety Council.

The complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to both parties’ satisfaction.

Therefore, we aim to ensure that:

  • Complaints are easy to submit.
  • All concerns are treated fairly, respectfully and confidentially.
  • Complaints are investigated objectively and within clear timeframes.
  • Customers are kept informed of the outcome and any actions taken.
  • Feedback is used to improve our services and prevent recurrence.

2.    Definition

A complaint is defined as  ‘a complaint is any expression of dissatisfaction about a product, service, action or lack of action by the British Safety Council or its staff’

Routine service requests, general feedback or academic appeals processes (where separate procedures apply) may be managed outside this procedure.

3.     Scope

This procedure applies to complaints relating to any product or service delivered by the British Safety Council, including but not limited to:

  • Tutor-led training (classroom or virtual)
  • Digital and e-learning products
  • Accredited qualifications
  • Membership services
  • Audit and consultancy services
  • Customer service interactions

It does not replace statutory rights.

4.     How to Submit a Complaint

Complaints may be submitted either verbally or in writing.

By email:

By telephone:

  • 020 8741 1231

Where possible, please provide:

  • Your full name and contact details
  • Details of the service or product concerned
  • Relevant dates, booking references or invoice numbers
  • A clear description of your concern
  • Any supporting documentation
  • The outcome you are seeking

If you require reasonable adjustments or assistance in submitting a complaint, we will provide appropriate support.

5.    Procedure

Stage 1 – Informal Resolution

We recognise that many concerns will be raised informally and should be dealt with quickly. In the first instance we encourage the relevant department staff member(s) to contact the client or student direct in order to resolve the matter to the satisfaction of both parties. The staff member must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved.

Any non-conformance (breaches of SLAs) or opportunities to improve a business process or practice, will be recorded in the Internal Audit Planning and Corrective Action Management system by the Business Process Manager. Thus, ensuring a proactive approach to continuous improvement.

If concerns cannot be satisfactorily resolved informally, then stage 2, formal complaints procedure will be followed.

Stage 2 – Formal Investigation

Upon receipt of a formal complaint:

1. Acknowledgement

We will acknowledge receipt within 2 working days. The acknowledgement will confirm:

  • The name and contact details of the person handling the complaint
  • The reference number assigned to the complaint

2. Investigation
The complaint will be reviewed by the Business Process Manager and/or the relevant Head of Department.

  • The investigation may include:
  • Reviewing correspondence and documentation
  • Speaking with relevant staff members
  • Reviewing policies, procedures or contractual terms
  • Considering relevant quality or compliance standards

3. Response
We aim to provide a full written response within 25 working days of the acknowledgement date.

If the complaint is complex and requires additional time, we will inform you of the reason for the delay and provide a revised timeframe.

The formal response will:

  • Address each issue raised
  • Provide a clear explanation of findings
  • Confirm whether the complaint is upheld, partially upheld or not upheld
  • Outline any corrective actions or improvements, where appropriate
  • Confirm next steps, if applicable

Stage 3 – Review

If you remain dissatisfied with the outcome, you may request a review.

Requests for review must be submitted within 14 calendar days of receiving the formal response and should clearly state:

  • The aspects of the response you believe have not been adequately addressed
  • Any additional evidence or clarification

The review will be conducted by an appropriate senior manager not previously involved in the investigation, where possible.

We will provide a final response within 14 working days of receipt of the review request.

6.     Confidentiality and Data Protection

All complaints are handled confidentially and in accordance with applicable data protection legislation. Information will be shared only where necessary to investigate and resolve the complaint or where required by law or regulatory obligation.

Records of complaints are retained securely in line with our data retention policies.

7.     Monitoring, Reporting and Continuous Improvement

All complaints are recorded within a central system to ensure:

  • Transparency
  • Consistency of handling
  • Identification of trends
  • Continuous improvement

Complaints data is reviewed regularly by management to identify recurring issues and inform corrective actions.

An annual summary of complaints and outcomes is reported to senior leadership as part of our quality management and governance framework.

8.     Our Principles When Handling Complaints

We are committed to ensuring that complaints are:

  • Handled promptly and fairly
  • Investigated objectively and proportionately
  • Managed with professionalism and respect
  • Used constructively to improve our services
  • We will not treat customers unfavourably for raising concerns in good faith.

9.     Review of This Procedure

This procedure is reviewed periodically to ensure it remains effective, proportionate and aligned with regulatory and quality standards.

Date of issue: March 2026

Date of next review: March 2027