1. Policy StatementKIB Healthcare Training Ltd (“KIB Training”) is committed to providing high-quality services to all learners and employers. We welcome feedback when our services meet or exceed expectations. We also recognise that concerns may arise or that we may occasionally get things wrong. This policy explains how compliments, concerns and complaints can be submitted and how they will be handled fairly, consistently and promptly.No learner or employer will be disadvantaged or treated unfairly for raising a genuine concern or complaint.

2. What Is a Complaint?
A complaint is an expression of dissatisfaction about any aspect of the service provided by KIB Training, particularly where: The service provided did not meet the standard promised or reasonably expected. A published policy or procedure was not followed. There were unreasonable delays. The conduct of a member of staff caused concern.A learner or employer believes they have been treated unfairly.Where possible, concerns should first be raised informally so that they can be resolved quickly. However, individuals may make a formal complaint where the matter is serious or an informal resolution has not been successful.

3. Who Can Raise a Concern or Complaint?
This policy applies to: Learners who are currently enrolled on a course with KIB Training. Former learners raising a complaint within the timescales set out in this policy. Employers whose employees are enrolled on a course with KIB Training.An authorised representative acting on behalf of a learner or employer.Where someone submits a complaint on another person’s behalf, KIB Training may request written consent before sharing personal or confidential information.

4. When Should a Concern or Complaint Be Raised? Concerns and complaints should be raised as soon as possible and, where reasonably practical, within eight weeks of the incident or issue. KIB Training will not normally consider complaints submitted more than three months after a learner has completed or withdrawn from their course. A late complaint may be considered where exceptional circumstances prevented it from being submitted sooner.

5. Confidentiality Complaints will be handled sensitively and confidentially. Information will only be shared with individuals who need it to investigate or respond to the complaint.If a complaint concerns a member of staff, that person will normally be informed of the complaint and given a fair opportunity to respond. KIB Training expects everyone involved in a complaint to respect the confidentiality of the process.

6. Assessment AppealsThis policy does not replace KIB Training’s assessment appeals procedure. If you disagree with an assessment decision concerning your work, you should follow the appeals procedure contained in the KIB Learner Handbook. KIB Training will advise you if the matter you have raised should be considered under that procedure.

7. ComplimentsCompliments will be acknowledged and recorded centrally.Where a compliment relates to an individual member of staff, it may also be recorded on their personnel file and considered during their performance appraisal.

8. How to Raise a Concern or Complaint

Stage 1: Informal ResolutionYou should initially contact the KIB Training Customer Service Team: Telephone: 0121 582 4272
Email: learnersupport@kibtraining.co.uk

‍We will try to resolve the matter immediately where possible.If the matter cannot be resolved immediately, we will record the details and confirm the next steps. Your concern or complaint will normally be acknowledged within five working days, and we will aim to resolve it within 21 calendar days.

Stage 2: Formal Written ComplaintIf you are dissatisfied with the Stage 1 response, or the matter is serious enough to require a formal investigation, you should submit your complaint in writing to the Customer Service Team. Your complaint should include:Your full name and contact details.Your course and learner number, where applicable. A clear description of what happened.Relevant dates, names and supporting evidence.Details of any previous attempt to resolve the matter. The outcome or resolution you are seeking.Formal complaints can be emailed to:Email: learnersupport@kibtraining.co.uk

‍Alternatively, complaints can be posted to:
‍KIB Healthcare Training Ltd
Office 1
Izzabella House
24-26 Regent Street
Birmingham
B1 3NJ

‍You may also request a Compliments, Comments, Concerns and Complaints Form by emailing learnersupport@kibtraining.co.uk. We will acknowledge a formal complaint in writing within five working days of receipt. An appropriate person who is not directly involved in the matter will investigate the complaint wherever possible.We aim to complete the investigation and provide a written response within 21 calendar days. If the matter is complex or requires information from another organisation, we may need additional time. If this happens, we will explain the reason for the delay, provide an update and confirm when you can expect a full response. The written response will explain:What was investigated. The findings of the investigation. Whether the complaint was upheld, partially upheld or not upheld. Any action KIB Training will take. How to escalate the complaint if you remain dissatisfied.

Stage 3: Review by the Managing Director If you remain dissatisfied after receiving the Stage 2 response, you may request a final internal review by the Managing Director of KIB Healthcare Training Ltd. The request should be made in writing and should explain: Why you remain dissatisfied. Which part of the Stage 2 response you dispute.What outcome you are seeking. Any relevant information that you believe was not previously considered. The request should be emailed to learnersupport@kibtraining.co.uk or posted to KIB Healthcare Training Ltd at the address shown above. The Managing Director, or another suitably senior and impartial person, will review how the complaint was handled and whether the decision was reasonable based on the available evidence. The outcome of the review will be confirmed in writing and will represent the final stage of KIB Training’s internal complaints procedure.9. Complaint Records KIB Training will maintain appropriate records of formal complaints, investigations, outcomes and actions taken. Complaint records will be stored securely and retained in accordance with KIB Training’s data protection and record-retention requirements. 10. Monitoring and Review Compliments, concerns and complaints will be reviewed periodically to identify recurring issues, areas for improvement and opportunities to improve the learner and employer experience. This policy will be reviewed regularly and updated where necessary.

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