Complaints Policy

If you are unhappy with any part of our service, we want to know so we can put it right. Nobody will be disadvantaged for raising a genuine complaint in good faith.

How it works

1. Talk to us first. Most concerns can be sorted quickly by speaking to your tutor, assessor or another member of the team.
2. Make a formal complaint. If that doesn't resolve it, write to the Quality Team. We will acknowledge your complaint within 5 working days and aim to give you a written outcome within 15 working days.
3. Ask for a review. If you disagree with the outcome, write to us within 10 working days explaining why. A senior manager who wasn't involved will review it, usually within 10 working days. This is our final internal decision.

What this policy doesn't cover

Assessment decisions (use the Appeals Procedure), End-Point Assessment decisions (use the EPAO's own process), safeguarding concerns (contact the Designated Safeguarding Lead) and data protection requests (see the Privacy Notice) each have their own process.

If you are still not satisfied

• Apprenticeships and funded training: Department for Education complaints, gov.uk/complain-further-education-apprenticeship
• Quality of education or safeguarding: Ofsted
• Data protection: the Information Commissioner's Office

Read the full policy

Version 1.0, effective July 2026, next review July 2027. Policy owner: Head of Quality & Performance. The full policy on bpif.training is the official version. If anything here differs from it, the full policy applies.