A complaint is an expression of dissatisfaction concerning an R G Wilbrey (Consultants) Ltd product or service. R G Wilbrey (Consultants) Ltd takes all complaints seriously and all employees are trained and committed to rectifying any problem as soon as it is brought to their attention.
Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to the Tutor/Assessor/IQA, then please contact them via one of the following options:
Telephone: 01902 420920
E-mail: Rachael.spence@rgwilbrey.uk.com
Write to: Rachael Spence, RG Wilbrey (Consultants) Limited, Aspen House, Great Brickkiln Street, Wolverhampton, WV3 0PT
To investigate your appeal, we will need the following:
• Your full name, contact details, and include a daytime telephone number
• A full description of your complaint (including the subject matter and dates and times if known)
• Any names of the people you have dealt with so far; and
• Copies of any papers or letters to do with the complaint.
R G Wilbrey (Consultants) Ltd asks that you raise your complaint as soon as possible after the event so that we can fully investigate. The Training Manager will investigate your complaint and respond to you within 10 working days.
Appealing after an initial complaint has been raised
In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to our Training Manager. Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far. The Training Manager will investigate in full and respond to you within 10 working days.
RG Wilbrey can be contacted on:
Telephone: 01902 420920
E-mail: Rachael.spence@rgwilbrey.uk.com
Write to: Rachael Spence at, RG Wilbrey (Consultants) Limited, Aspen House, Great Brickkiln Street, Wolverhampton, WV3 0PT
This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification, then please contact the Awarding Body directly:
Please see the contact details below for each of the Awarding Bodies, and where applicable, please refer to individual Awarding Body Appendices
(In line with the CITB Quality Assurance Requirements document V1 March 2021 Sections 156-163)
Should you address your complaint to the Awarding Body and remain unhappy with the outcome, you may then raise your complaint to the relevant qualification regulator. Either a representative of R G Wilbrey (Consultants) Ltd or the Awarding Body will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.
If you have any queries about the contents of this policy, please contact the Training Manager directly at 01902 420920 or email rachael.spence@rgwilbrey.uk.com
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