Customer Complaints Policy
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 Responsible | Action | Timescale |
Managing Director | Acknowledge receipt of complaint | 2 working days |
Managing Director | Internal investigation | 5 working days |
Managing Director | Contact customer for further information if required | During the internal investigation or within 3 working days afterwards |
Managing Director | Contact 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. |
Customer | Contact 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 Director | Review complaint and contact customer to discuss further. | Within 2 working days of escalation of a customer complaint. |
Managing Director | Confirm 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.