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Customer Complaints Policy

 
 
We welcome all feedback from our customers and although we hope that our customers won’t have cause for complaint, we do understand that at times you may wish to contact us to discuss concerns that you may have.
 
This policy sets out how you can contact us to make a complaint and how we will deal with any complaint you make.
 

1. Who We Are And How You Can Contact Us

1.1. www.thebankofknowledge.co.uk is operated by The Bank of Knowledge Limited and you can see details of how to contact us below:

Person responsible for handling complaints: Nicola Lyon – Managing Director
Address: The Office, North Benfleet Hall Road, Wickford, Essex, United Kingdom, SS12
9JR.
Email address: letstalk@thebankofknowledge.co.uk
Website/Link to complaints form: www.thebankofknowledge.co.uk/contact-us/

2. When To Contact Us

2.1. A complaint can cover any element of the courses of services that we provide and can also relate to:

  • things that our staff have or haven’t done.
  • the level of service provided by us or any of our staff.
  • the quality of the services that we have provided.
  • the timing of delivery of the services that we have provided.

2.2. You may want to contact us for other reasons such as to reschedule a training session or ask for more information about the services or courses that we provide and you can do so by emailing letstalk@thebankofknowledge.co.uk.

3. What Information To Provide In Relation To A Complaint

Please provide as much information as possible when making a complaint and in particular:

3.1. Your name, address, telephone number and email address together with details of the method that you would be preferred to be contacted to resolve your complaint.

3.2. Details of the course or service that you are complaining about with details of the course title, course date/date of download/live training.

3.3. If your complaint relates to a particular member of our staff, please provide the name or other information to help us identify them;

3.4. Any documentation that relates to your complaint such as invoices, receipts, contracts correspondence.

3.5. Any further information in relation to your complaint and details of how you would like to see the complaint resolved.

4. How We Will Handle Your Complaint

4.1. The process that we follow in handling complaints is set out in the table below:

Person ResponsibleActionTimescale
Managing Director

Acknowledge receipt of complaint

2 working days
Managing DirectorInternal investigation5 working days
Managing DirectorContact customer for
further information if
required
During the internal investigation or within 3 working days afterwards
Managing DirectorContact customer to inform of outcome of investigation, proposed resolution and confirm in writing. After The Bank of
Knowledge final decision, customer should be notified of such.
Within 3 working days of the completion of the investigation.
CustomerContact us if you do not
agree with the resolution to
escalate/appeal.
Within 5 working days of the written confirmation of the outcome of the investigation above.
Managing DirectorReview complaint and contact customer to discuss further.Within 2 working days of
escalation of a customer complaint.
Managing DirectorConfirm outcome of the
review and decision in relation to the complaint/actions to be taken in writing.
Within 5 working days of
contacting customer.

4.2. Please note that while we will endeavour to resolve your complaint within the timescales indicated above this might not be possible due to the nature or complexity of your complaint or where we are not able to contact you for further information for example. In these circumstances, we will keep you informed of the timescales we are working to.

5. External Complaints Procedure

5.1. For external Data Handling complaints please refer to our Data Policy.

6. External Complaints Procedure

6.1. We will ensure that all complaints are dealt with confidentially and information you provide will only be shared with individuals that we need to discuss your complaint with during the process outlined at 4 above [and our external complaints organisation outlined at 5 above].

6.2. If we would like to share details of your complaint for any other reason (such as staff training) we will ensure the details shared do not identify you.

6.3. Any personal data that we collect during handling your complaint will be held in accordance with the relevant data protection legislation and our privacy policy which can be found [www.thebankofknowledge/privacy-policy].

7. Policy Updates

This policy was adopted on 1 st February 2024. The Managing Director has overall responsibility for this complaints policy and ensuring that it is regularly reviewed and updated if necessary.