1. General

1.1 To detail the processes for resolving complaints. The BII places significant emphasis on learner and customer feedback and views the complaints process as a valuable tool inform the quality of its services.

2. Scope

The complaints procedure is designed to deal with, but is not limited to:

2.1 Complaints raised by learners, employers, customers or the general public in relation to BII Training activities.

2.2 Complaints relating to sexual, racial, disability or any other form of discrimination

2.3 Equipment including on-line materials

The complaints procedure does not cover the following (which are subject to other separate procedures):

2.4 Decisions made in examinations and assessments

2.5 Academic decisions

3. Process

Stage 1: The informal approach

Most concerns are of a minor nature and should be able to be resolved informally without the need to invoke the formal process.

3.1 They should be raised immediately with a member of the training customer services team.

3.2 The person receiving the informal concern will keep notes on the nature of the concern, the complainant and how the concern was dealt with. These notes should be stored safely and confidentially.

3.3 If the complainant remains dissatisfied, following the response, they should make the concern formal and adhere to the following process:

Stage 2: The formal approach:

3.4 A complaint will be regarded as formal if it is of a serious nature, or cannot be satisfactorily resolved on an informal basis or the complaint has been put in writing to the Head of Finance and Services, or the Chief Executive.

3.5 The complaint should be put in writing to:

Head of Training
The British Institute of Innkeeping
Sentinel House
Harvest Cresent
Fleet
Hants GU51 2UZ

3.6 All complaints will be acknowledged by the Head of Training within 3 working days of receipt

3.7 The complaint will be investigated and a response to the complainant will be made within 10 working days. If the response time needs to be extended for any reason, the complainant will be notified in writing and given a reason for the delay

3.8 Upheld complaints will be followed up after a period of 20 working days to check the complainant is satisfied with the resolution.

Stage 3: Appeals

3.9 If the complainant remains dissatisfied with the response to their complaint they may appeal in writing to the Head of Finance and Services or the Chief Executive Officer within 10 working days of the date of the BII’s response.

3.10 This will be acknowledged within 5 working days of receipt

3.11 The Head of Finance and services will conduct a review and respond within 10 working days. If the response time needs to be extended for any reason, the complainant will be notified in writing and given a reason for the delay.

3.12 Complainants will be provided with a ‘Completion of Procedures’ letter detailing the final outcome of your Appeal.

Appeals are final and no further correspondence with regard to the substances of the complaint will be entered to

4. Monitoring and quality assurance:

Complaints are monitored through the Senior Leadership Team on a monthly basis

5. Review and updates:

5.1 This Procedures is reviewed annually to ensure it continues to meet our needs and those of our learners, customers and regulators.