Complaints Procedure

Our Approach to Complaints

Building It Better NI takes complaints seriously.

We recognise that complaints can help us identify where something has gone wrong and where our services, communication or procedures could be improved.

We aim to deal with complaints fairly, respectfully and as efficiently as reasonably possible.

What Is a Complaint?

A complaint is an expression of dissatisfaction about a service, course, booking, member of staff, tutor, communication, decision or other aspect of Building It Better NI’s activities where the person making the complaint would like the matter considered or responded to.

A complaint may relate to matters including:

• a course or workshop;
• a booking or payment issue;
• customer service;
• the conduct of a tutor or representative;
• information provided by Building It Better NI;
• accessibility or equality concerns;
• health and safety concerns;
• the website or online booking process; or
• another aspect of our services.

Feedback Is Different From a Complaint

Not every concern needs to be treated as a formal complaint.

If you simply want to make a suggestion, tell us what you enjoyed or let us know something we could improve, you can use the same Feedback & Complaints form and select the appropriate feedback option.

Information to Include

Please provide enough information for us to understand what has happened.

Depending on the complaint, useful information may include:

• your name and contact details;
• what happened;
• when and where it happened;
• the course or event involved, if relevant;
• any relevant booking information; and
• what you would like us to do to resolve the complaint.

You do not need to use legal terminology or write a formal letter. Please simply explain the problem as clearly as you can.

Acknowledging Your Complaint

When a complaint is submitted through our website, the form will confirm that it has been received.

Where you have provided appropriate contact details, Building It Better NI may contact you if further information is required or to provide a response.

How We Will Consider Your Complaint

We will review the information provided and consider what action is appropriate.

Depending on the nature of the complaint, this may include:

• reviewing relevant booking or customer records;
• speaking to a tutor or member of staff;
• reviewing relevant communications;
• considering our policies or procedures;
• clarifying what happened;
• identifying whether corrective action is appropriate; or
• considering whether the complaint needs to be referred under another procedure, such as safeguarding.

Our Response

Where a response is required, we aim to provide one within a reasonable period taking account of the nature and complexity of the complaint.

Some matters can be resolved quickly. Others may require additional enquiries before a proper response can be given.

If more time is reasonably required, we may contact you to explain that the matter is still being considered.

Possible Outcomes

The appropriate outcome will depend on the circumstances of the complaint.

Outcomes may include:

• an explanation or clarification;
• an apology where appropriate;
• correcting inaccurate information;
• reviewing or changing an internal process;
• additional guidance or training for staff or tutors;
• another reasonable remedy where appropriate; or
• explaining why Building It Better NI does not agree with the complaint.

Making a complaint does not automatically mean that a refund or other financial remedy will be due. Any entitlement will depend on the circumstances, applicable terms and relevant consumer rights.

Complaints About Safety or Safeguarding

If a complaint raises an immediate health and safety or safeguarding concern, it may be handled under the appropriate Building It Better NI policy rather than solely through the normal complaints process.

Safeguarding concerns may be referred to the Designated Safeguarding Lead or, where necessary, an appropriate statutory service.

Immediate risks to safety will be dealt with as a priority.

Complaints About Discrimination or Accessibility

Concerns relating to discrimination, accessibility, reasonable adjustments or unfair treatment will be considered seriously.

Relevant concerns may also be considered alongside our Equality, Diversity & Inclusion Policy or Accessibility Statement.

Treating People Fairly

A person will not be treated adversely simply because they have made a genuine complaint.

We expect everyone involved in the complaints process to communicate respectfully.

Abusive, threatening or seriously inappropriate behaviour towards staff or tutors does not have to be accepted in order for a complaint to be considered.

Repeated or Unreasonable Complaints

Building It Better NI will seek to consider genuine complaints properly.

However, where a matter has already been considered and answered, we may decide not to continue repeated correspondence unless new and relevant information is provided.

We may also place reasonable limits on communication where behaviour becomes abusive, threatening or unreasonably persistent.

Privacy and Confidentiality

Information provided as part of a complaint will be handled sensitively.

Details may need to be shared internally with people who need the information in order to consider or respond to the complaint.

Personal information will be handled in accordance with our Privacy Policy and applicable data-protection requirements.

Using Complaints to Improve

Complaints can provide valuable information about where our services may need to improve.

Where appropriate, Building It Better NI may use learning from complaints to improve:

• course information;
• booking procedures;
• customer communication;
• training delivery;
• staff or tutor guidance;
• website information; or
• other internal procedures.

Review of This Procedure

This Complaints Procedure will be reviewed periodically and where there are significant changes to our services, working practices or relevant requirements.