Complaints Policy for clients

Business Health Institute- Complaints Policy for clients

We are committed to providing a high-quality service to all our clients. We welcome any comments or suggestions about our services.

We recognise that there may be occasions when you may wish to complain about some aspect of our services. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of [insert name] as soon as possible.

This complaints policy ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints

If you wish to speak to someone about an aspect our services, please try to do so as soon as possible. We will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.

Written Complaints

All written complaints should be addressed to [insert name].  Please describe as fully as you can the nature of your complaint stating the following information:

  • What you are unhappy about.
  • When the incident took place.
  • Who was present at the time.

All administrative complaints will be dealt with by [J Connaughton].

Your complaint will be acknowledged in writing within two 2 working days unless a full reply can be sent within five 5 working days.

We will carry out a full investigation of the nature of your complaint and offer to meet with you to resolve the issue(s).

You will receive a full written response within twenty 20 working days of the complaint being received.

If a full response cannot be given within twenty 20 working days of receiving your complaint, [J Connaughton will write to you to explain the reason for the delay.

You will receive a full written response within 5 days of a conclusion being reached.

Please be assured that We will deal with all complaints confidentially and following investigation, will consider making changes to improve our services.

Last reviewed: [19/06/20] Next review date: 19/06/20]