BAEM Healthcare Training Academy is committed to promoting fairness and equality of treatment to all. We welcome positive or negative feedback from any individual who has been directly affected by our services. We strive to think our learners have confidence that we will listen to their views and act upon them accordingly.
All written correspondence will be acknowledged by us within 7 working days, and any dissatisfaction received will be treated as a complaint.
We aim to provide our learners with a clear, precise process to follow when they feel the need to make a complaint and communicate effectively the process we will follow to resolve the complaint.
We aim to ensure:
• The complaints procedure is an easy process to follow and is prompt and efficient
• All complaints are treated as dissatisfaction with our level of service
• The resolution is to the complainant’s satisfaction (explanation, apology, action taken) and our staff when dealing with the complaint are courteous, consultative, and responsive
• Complaints and feedback received are reviewed in line with our quality assurance standards to help improve our products and services
Everyone has the right to raise a complaint, so this policy will define the stages and procedures you would need to follow, guidance is as follows:
• The process you need to follow to raise a complaint
• The appropriate person to whom this should be directed to
• The timescales for the complaint to be investigated
• How and when you will be notified of the outcome
BAEM Healthcare Training Academy will not accept a complaint under this policy concerning the following:
• If the complaint relates to any assessment decision or course results please refer to our enquiries and appeal policy
• Any form of maladministration or malpractice, will be dealt with under our maladministration and malpractice policy
If you have attended a course and are dissatisfied with the service or are seeking a refund of your course fee you must firstly try to resolve this matter with the centre co-ordinator. Learners must have exhausted their centre’s complaints policy before raising a complaint. we do not offer refunds for courses.
A complaint can be raised by an individual, a group or a third party who is acting on behalf of someone else. If a third party is submitting a complaint on behalf of someone else they will need written permission from the complainant along with the written complaint attached, this should then be presented to BAEM for acceptance.
Once BAEM Healthcare training academy has received a complaint an acknowledgement will be sent within 7 working days. The complaint will be reviewed in line with our policies and procedures and an investigation will be conducted where necessary. To ensure a fair and thorough process is followed the duration of the investigation will depend on the nature and severity of the complaint we receive at this stage or the complexity of the response required.