Complaints
Making a complaint
We always strive to provide you with the best products and services. Unfortunately things can go wrong sometimes, but telling us about it gives us the chance to fix things for you and make improvements.
We want to sort things out for you as soon as we can. The easiest and quickest way is by telephone support team on 07977700022.
What information do we need from you and why?
To help us investigate and resolve your complaint, please make sure you include:
- Your name and address
- Your Course Booking details
- A description of your complaint and how you have been affected
- When your issue happened
- A contact number (or other preferred method of contact) and a convenient time to contact you.
Why do we need this information?
We want to be able to understand what has gone wrong. It is also really important that your complaint reaches the right person, who can investigate and fix the situation to get you back to the position you would have been in had the issue not occurred.
Your contact details will help us to get hold of you should we need to discuss your complaint, especially if we need any further information. Remember, calls from us may appear as unknown or withheld numbers.
What we’ll do next
We promise to do everything we can to resolve your complaint as soon as we receive it.
If we can resolve your complaint within 15 business days following the day we received it, we’ll send you confirmation of this.
For more complex issues we may need more time to investigate your concerns, it can take 56 Business days. If this is the case, we’ll send you an acknowledgement Email outlining the next steps and when you can expect to hear from us. We will also give you a reference number should you need to contact us.
We’ll keep you updated of the progress throughout our investigation. We may also need to contact you for more information and where possible, we will use your preferred method of contact.
We will then issue you with a final response which will outline the details of our investigation, how we reached our decision and what we are going to do to put things right.
Get in touch about an existing complaint
Please have your complaint reference number handy when you contact us.
By phone
If you need an update, or to give us some more information about an existing complaint, the best way is for you to call us on 07977700022 , Monday to friday between 10.00 and 14.00.
If you would prefer to use email services to explain what has gone wrong and how you would like us to fix this for you, please send us an email to Complaints@bigondrivertraining.com.