Complaints Procedure

Black Tier Solutions LTD

Last Updated: March 2026

Black Tier Solutions LTD is committed to providing high-quality training, services, and customer support. We take all complaints seriously and aim to resolve them quickly, fairly, and transparently.

This procedure outlines how complaints can be submitted and how they will be handled.

1. Purpose

The purpose of this procedure is to ensure that:

  • All complaints are handled in a fair and consistent manner

  • Issues are investigated thoroughly

  • Appropriate action is taken where necessary

  • Continuous improvement is achieved through feedback

2. What Is a Complaint

A complaint is any expression of dissatisfaction relating to:

  • Training delivery

  • Course administration

  • Assessment procedures

  • Customer service

  • Facilities or equipment

  • Website or online services

  • Any aspect of services provided by Black Tier Solutions LTD

3. Informal Resolution

Where possible, concerns should first be raised with the instructor or relevant staff member at the time the issue occurs.

Many issues can be resolved quickly through informal discussion.

If the issue cannot be resolved informally, a formal complaint may be submitted.

4. Submitting a Formal Complaint

Formal complaints must be submitted in writing and should include:

  • Full name

  • Contact details

  • Description of the complaint

  • Date the issue occurred

  • Any supporting evidence if available

Complaints should be submitted through the contact details provided on our website.

5. Complaint Handling Process

Once a formal complaint is received, the following process will apply:

Step 1 – Acknowledgement

The complaint will be acknowledged within 5 working days of receipt.

Step 2 – Investigation

The complaint will be reviewed and investigated by a member of management not directly involved in the issue where possible.

This may include reviewing documentation, speaking with staff members, and gathering additional information.

Step 3 – Response

A formal response will normally be provided within 10–15 working days.

The response will outline:

  • The findings of the investigation

  • Any corrective action taken

  • Any recommendations or resolutions

6. Appeals

If the complainant is not satisfied with the outcome, they may submit an appeal requesting that the complaint be reviewed again by senior management.

Appeals should be submitted within 10 working days of receiving the outcome.

7. Confidentiality

All complaints will be handled confidentially and information will only be shared with individuals directly involved in the investigation process.

8. Continuous Improvement

Complaints are recorded and reviewed periodically to identify patterns or areas for improvement within our training programmes and services.

9. Contact

Complaints can be submitted through the contact information provided on the Black Tier Solutions LTD website.