Complaints and Concerns Policy

R2B Training & Consultancy

1. Purpose

This policy explains how R2B Training & Consultancy handles complaints and concerns about our services, conduct or decisions.
It sets out how individuals can raise issues, what they can expect from us, and how we will use feedback to improve.

2. Scope

This policy applies to:

all R2B training, consultancy and related services
all course participants, clients, partners and suppliers
concerns about our service quality, communication, behaviour or decisions

It does not cover employment disputes, which are handled through separate HR or contractual processes where applicable.

3. Principles

R2B is committed to:

taking complaints and concerns seriously
dealing with them in a fair, transparent and timely way
treating everyone with respect and without discrimination
learning from complaints to improve our services

Raising a genuine concern or complaint will not result in victimisation or disadvantage.

4. What is a complaint or concern?

For the purposes of this policy:

A concern is an issue, question or expression of dissatisfaction that may be resolved quickly and informally.
A complaint is a more formal expression of dissatisfaction where the person wants a response or outcome, or where the issue is more serious.

Examples include:

problems with course administration, communication or access
concerns about the quality or delivery of training or consultancy
behaviour by an R2B trainer, associate or contractor that feels unprofessional, disrespectful or discriminatory
issues with fees, invoicing or contractual arrangements (within our control)

5. Informal resolution

Where possible, we encourage concerns to be raised and resolved informally in the first instance.

This may involve:

speaking directly to the trainer or R2B contact at the time
emailing us to explain the issue and what you would like to happen

We will aim to:

listen carefully and clarify the concern
offer an explanation, apology or practical solution where appropriate
resolve the issue promptly, normally within 10 working days

If the issue cannot be resolved informally, or if you prefer, you can make a formal complaint.

6. Making a formal complaint

Formal complaints should normally be made in writing and include:

your name and contact details
what happened, including dates, times and who was involved (if known)
how you have been affected
what outcome you are seeking (for example, explanation, apology, corrective action)

Complaints can be sent to:

Email: admin@r2b.uk

If you need help setting out your complaint (for example, due to language, disability or other reasons), we will make reasonable adjustments to support you.

We encourage complaints to be raised as soon as possible and normally within 3 months of the issue arising, so that we can investigate effectively.

7. How we will handle formal complaints

When we receive a formal complaint, we will:

Acknowledge receipt in writing, normally within 5 working days.
Review and investigate the issues raised, which may include:
- checking records and correspondence
- speaking with those involved
- gathering any other relevant information
Respond with our findings and any actions we propose to take, normally within 20 working days.

If we need more time (for example, due to the complexity of the issues or staff availability), we will let you know and give an updated timescale.

Our response will normally include:

a summary of the complaint
what we found (including any factors that limited our investigation)
any apology, explanation or remedial action
information about what you can do if you remain dissatisfied

8. Possible outcomes

Depending on the nature of the complaint, outcomes may include:

an explanation or clarification
an apology for any error, delay or poor experience
correction of records or documents
adjustments to future training or services
changes to procedures, materials or communication
additional training, supervision or action in relation to staff or associates where appropriate

We will aim for outcomes that are proportionate, fair and focused on learning and improvement.

9. Confidentiality and data protection

We will handle complaints and related information sensitively and in line with our Data Protection Policy (GDPR).

This means we will:

only share information with those who need to know in order to investigate and respond
keep records secure and only for as long as necessary
anonymise information where possible when using complaints to inform service improvement

In some circumstances (for example, safeguarding, serious misconduct or criminal matters), we may need to share information with external bodies such as the police, local authorities or regulators.

10. Accessibility and reasonable adjustments

We want our complaints process to be accessible. Where reasonably possible, we will:

accept complaints in different formats (for example, email, recorded message, typed notes on someone’s behalf)
provide information in a clear, plain‑language format
consider reasonable adjustments for people with disabilities, health conditions or other needs

If you require adjustments to use this process, please tell us what you need.

11. Links with other policies

This policy should be read alongside:

Code of Conduct Policy
Equality, Diversity and Inclusion Policy
Trans Inclusion and Gender Identity Policy
Safeguarding and Safer Working (Adults) Policy
Data Protection Policy (GDPR)

Where a complaint raises issues covered by these policies, we may handle it under both this policy and the relevant specific policy.

12. Escalation and external routes

If you remain dissatisfied after our response, you may:

ask us to review how the complaint was handled and whether our process was followed
provide any additional information you feel is relevant

In some situations (for example, where our work is part of a wider contract or regulated programme), you may also have access to the commissioning organisation’s or regulator’s complaints process.

We will provide details of any relevant external routes where appropriate, but we cannot control how external bodies handle complaints.

13. Monitoring, learning and improvement

R2B will:

keep a record of complaints and significant concerns, including outcomes and any actions taken
review patterns and themes periodically to identify areas for improvement
use learning from complaints to refine our training, materials, communication and processes

We view complaints and feedback as an important source of learning rather than as a nuisance or a threat.

14. Document information

Policy owner: R2B Training & Consultancy
Effective date: March 2026
Review date: March 2027
Contact: admin@r2b.uk | 07935 837 937 | https://www.r2b.uk