Policy
Introduction
Belief Coding® Limited views complaints as an opportunity to learn and improve for the future, whilst working to accommodate and support all of our community.
We work to provide a fair complaints procedure, which is clear and easy for anyone wishing to make a complaint. We ensure our Admin Team are aware of the procedure so your complaint can be dealt with efficiently. We work to ensure that the complaint is reviewed and considered thoroughly, within a fair time frame.
Definition of a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Belief Coding® Limited.
Where complaints come from
Complaints may come from an individual or organisation that are within the Belief Coding® Limited community or outside of it. All complaints should be made in writing and sent to email, admin@beliefcoding.com.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant GDPR and Data Protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with Belief Coding® Limited.
Review
This policy is reviewed regularly and updated as required.
Procedure
Sending a complaint
Complaints should be sent in writing to admin@beliefcoding.com.
On receipt of a complaint
When a complaint is received, Belief Coding® Limited will work efficiently to investigate the complaint and offer a fair resolvement within a timely manner. This resolvement will fall inline with the Terms and Conditions where applicable.
Time frame for complaints
Belief Coding Limited aims to resolve all complaints within seven working days of receipt. If a complaint takes longer than regular updates and ‘holding emails’ will be sent to the complainant.
If a complainant is unhappy with the result of the complaint
If a complainant advises they are unhappy with the resolvement of the complaint, the complaint will then be escalated to a senior member of the team. This may or may not include a Belief Coding Facilitator Trainer, the Operations Manager and the CEO and Founder.
Variation of the Complaints Procedure And Policy
Belief Coding® Limited may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint, or escalation of a complaint, about a team member or Trainer, should not also have the team member or Trainer involved.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
