CUSTOMER COMPLAINTS & APPEALS POLICY.
Customer Complaints & Appeals Policy
Blue Hat Middle East aims to provide the best possible training and support for all its students. This means having a clear, fair, and efficient procedure for dealing with any complaints to or against the Organisation so that any issues that arise can be dealt with as swiftly and effectively as possible.
Compliance with Customer Complaints Policy is the responsibility of all members of the Company who deal with customers.
We encourage all feedback from our students and have developed a Complaints Policy and Procedure that provides clear information on how complaints will be handled. We will keep you informed of the progress of your complaint and the results of any investigation. You have the right to appeal if you remain dissatisfied after your complaint has been through all stages of Blue Hat’s internal Complaints Procedure.
Difference between a Complaint and an Appeal:
What’s a Complaint?
A complaint is when a delegate or Company informs us that they are not happy with the way we conducted our service (s).
What’s an Appeal?
An appeal challenges Blue Hat’s assessment results decision or the outcome of a complaint’s investigation.
If you are unhappy with the service provided by Blue Hat Services and wish to make a complaint about your learning experience or assessment result, please take the following steps:
To make a complaint:
Students who wish to appeal against a decision or have a complaint about the way that their application was handled should address their concerns in writing by email or letter to Blue Hat’s Global Marketing Executive, Vera Costa: firstname.lastname@example.org. When you contact us by email or letter please give us your full name, contact details including a daytime telephone number along with: • A full description of your complaint (including the subject matter and dates and times if known).• Any names of the people you have dealt with so far. • Copies of any papers or letters to do with the complaint.
We will acknowledge receipt of your complaint within 2working days, letting you know who is investigating your complaint. We aim to initiate the investigation of the complaint within 10working days.
If your complaint is more complexor involves people who are not available at the time, we may extend this to 20 working days. We may contact you within this period to seek further information or clarification. At the end of the investigation, we shall write to inform you of our decision. In situations where a complaint has been successful and indicates a failure in our assessment processes, we will ensurethat the failure does not recur in the future. If you disagree with the decision the first point of call is the Managing Director, Colin Tickle. If you are still unhappy with the decision taken by Blue Hat Servicesin reviewing the complaint you can then take the matter through our appeal arrangements.
To make an appeal:
• The appeal will need to be made in writing (either by letter or email) within 10 working days of the assessment.
• The appeal will be acknowledged with 2working days.
• The appeal will be investigated, and the outcome will be judged consideringthe full facts and circumstanceswithin 28 days of the appeal acknowledgement.
• Theoutcomesof the appealare to be: upholding the decisions, overruling the decisionand asking for a further assessment.
Monitoring Complaints & Appeals:
The Marketing Executive will monitor all logged complaints to ensure they are resolved within the allotted resolution deadline. The Marketing Executive will notify the complainant if Blue Hat Services are unable to meet the agreed timescale and will provide full details of the reason why and the new timescale to be followed. This will only be required in the most exceptional of circumstances. A record of complaints, appeals and outcomes will be recorded on Blue Hat’s Complaints & Appeals Log database. These records may be presented to relevant departments/functions to ensure actions are carried out to address the issues raised.
All complaints will be handled sensitivelyand with discretion. If a student makes a complaint against a member of the training team, that member of the team must be informed about the nature of the complaint so that they are able to respond.
If, in exceptional circumstances and for justifiable reasons, a complainant wishes to remain anonymous from the individual about whom the complaint is made, this may be considered.