Formal Complaints Timescales
1. Issue of Concern. Student wishes to make a formal complaint.
2. Action - Obtain advice from your trainer or the Business Development Manager (BDM) of Beyond The Blue Ltd. (BTB)
• Time Scale - Within 48 Hours of Issue of Concern (Point 1)
3. Action - Make an informal complaint to the appropriate BTB employee
• Time Scale - Within 48 Hours of Point 2
4. Action - If no response is received or the complaint is not resolved use the Formal Complaints Procedure by completing and submitting a Formal Complaints Form.
• Time Scale - Within 10 Days of Point 2 or 3
5. Action - Complete the Formal Complaints Form and submit it to the BDM of BTB. You will receive an acknowledgement.
• Time Scale - Within 10 days of initial issue of concern (Point 1)
6. Action - Candidate to receive acknowledgement letter from BDM
• Time Scale - Within 5 working days of Point 5
7. Action - BDM will start investigations and consultation process regarding complaint.
• Time Scale - Within 5 working days of Point 5
8. Action - Written response from the BDM
• Time Scale - Within Three weeks of Point 5
9. Action - If matter is unresolved or response is unsatisfactory, complaint should be forwarded to the Managing Director (MD).
• Time Scale - Within 5 Working Days of Point 8
10. Action - Written response from the MD in regard to their findings
• Time Scale - Within 1 Calendar Month of Point 9
11. Action - If the complaint is upheld, the BDM will respond as appropriate.
• Time Scale - Within 5 working days of Point 10
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