Our internal complaints procedure

Purpose

To enable clients to express concerns about any aspect of the service provided by the business ‘Beecham English’.

Scope

All aspects of the services offered.

The Procedure

  1. A complaint must first be received in writing via the Contact Form on our website: www.beechamenglish.com
  2. On receipt of the complaint, the Head of Administration will communicate with the complainant. Our top management will only get involved in the most serious cases.
  3. A neutral member of the Senior Management Team will be assigned the task of investigating the complaint and issue a formal written response to the complainant within eight weeks. If there is a delay, the complainant will be informed of the reasons for the delay in the interim period.
  4. The person(s) responsible for the investigation will ensure that all points raised in the complaint are thoroughly investigated. This may involve interim communication with the complainant. Where the complaint involves a member of staff, that member will only be approached if, on balance, it would be appropriate or proper to do so.
  5. Any corrective actions necessitated will be recorded on the internal Complaint Investigation Form by the investigator(s) which, along with supporting information and evidence, which will all be relayed internally to the Head of Administration.
  6. The Head of Administration will write to the complainant, stating the outcome of the complaint together with any intended corrective action(s) taken or to be taken. If applicable, instructions on any right of appeal to us will also be provided.
  7. Should the complainant be dissatisfied with the outcome and wishes to exercise the right of appeal to us, the Head of Administration will refer the matter to another member of the Senior Management Team, who will review the first outcome. The Head of Administration will issue a second response within 4 weeks.
  8. All information about the complaint will be retained in accordance with our Privacy Statement.

Audit

Complaints are audited annually by the Quality Manager to verify that the complaints procedure has been applied correctly and appropriate action(s) taken. This is done to analyse trends for the senior managers or owners and to maximise client satisfaction through service improvement.

REACH US