Complaints Procedure

Our Commitment to You

At British Learning Centre, we value each of our students and are committed to providing a fair, swift, and professional service at all times. We take all concerns seriously and will address your complaint promptly, effectively, and positively in compliance with UK regulations.

British Learning Centre Complaints Procedure

If you have a complaint, you may contact us through the following channels:

Email: help@britishlearningcentre.co.uk
Post: Customer Service Team, British Learning Centre, 37th Floor, 1 Canada Square, London E14 5AA, United Kingdom
Phone: 020 4628 0500

Complaint Handling Process

We will acknowledge receipt of your complaint within 5 working days.
We will conduct a thorough investigation and aim to provide a final response within 20 working days of receiving your complaint.
If we are unable to resolve your complaint within this timeframe, we will provide you with an update on the status of your case and explain the reasons for any delay.
We strive to provide a final response within 8 weeks. If a resolution is not possible within this period, we will inform you of the reason for the delay and give an estimated timeline for resolution.

What to Include in Your Complaint

To help us investigate your complaint effectively, please provide:

Your full name and contact details
Your student reference number (if applicable)
Details of the course or service concerned
A clear description of your complaint
What outcome you are seeking
Any relevant documentation or evidence
Dates when the issue occurred

Our Investigation Process

We will:

Assign your complaint to an appropriate senior member of staff
Conduct a fair and impartial investigation
Review all relevant documentation and evidence
Speak to relevant staff members where necessary
Consider your desired outcome and what would constitute a fair resolution
Keep you informed of progress throughout the process

Types of Resolution

Depending on the nature of your complaint, we may offer:

An apology and explanation
Correction of errors or omissions
Refund of fees (where appropriate)
Additional training or support
Changes to our policies or procedures
Other remedial action as appropriate

Further Escalation

If 8 weeks have passed since submitting your complaint and you have not received a final response, or if you are dissatisfied with the resolution at any stage, you have the right to escalate the matter to external bodies:

Educational Complaints

Office of the Independent Adjudicator (OIA) – for higher education complaints:

Website: www.oiahe.org.uk
Phone: 0118 959 9813

Education and Skills Funding Agency (ESFA) – for further education complaints:

Website: www.gov.uk/government/organisations/education-and-skills-funding-agency

Consumer Rights

Citizens Advice – for consumer guidance and support:

Website: www.citizensadvice.org.uk
Phone: 0808 223 1133

Trading Standards – for consumer protection issues:

Contact your local Trading Standards office through your local council

Alternative Dispute Resolution

We are committed to using Alternative Dispute Resolution (ADR) where appropriate. If your complaint cannot be resolved through our internal process, we may suggest mediation or other ADR methods recognised under UK law.

Legal Action

You retain the right to pursue legal action through the UK court system if you believe we have breached our contract with you or acted negligently. We recommend seeking independent legal advice before taking this step.

Data Protection

All complaint information will be handled in accordance with our Privacy Policy and UK GDPR requirements. We will only use your personal data for the purpose of investigating and resolving your complaint.

Learning from Complaints

We use complaints as an opportunity to improve our services. We will:

Analyse complaint trends and patterns
Identify areas for service improvement
Implement changes to prevent similar issues
Share learning across our organisation
Report on complaint outcomes to senior management

No Detriment Policy

Making a complaint will not affect your studies or future relationship with British Learning Centre. We are committed to ensuring no student suffers any detriment as a result of raising legitimate concerns.

Annual Reporting

We publish an annual summary of complaints received, including:

Number and types of complaints
Resolution outcomes
Service improvements implemented
Lessons learned

This information is available on request and helps demonstrate our commitment to continuous improvement.

Contact Information

For any questions about our complaints procedure or to submit a complaint:

Email: help@britishlearningcentre.co.uk
Post: Customer Service Team, British Learning Centre, 37th Floor, 1 Canada Square, London E14 5AA, United Kingdom

We are committed to resolving all concerns fairly and transparently in compliance with UK legal standards and consumer protection requirements.

This complaints procedure is reviewed annually and updated as necessary to ensure compliance with current UK regulations and best practice standards.

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Bilal M. ★★★
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★ Customer Reviews