Birkwood Plant Training Ltd
COMPLAINTS AND COMPLIMENTS PROCEDURE
Information on making a complaint or giving a compliment
We are committed to providing a professional, efficient, courteous, and helpful training service to all our customers. If you believe something has gone wrong and you are dissatisfied with our service, we want you to tell us. This enables us to resolve your complaint and prevent a recurrence.
Likewise, if you are pleased with the service you have received or would like to recognise a staff member or trainer, we also want to hear from you. Your feedback helps us reinforce best practices and staff morale.
This procedure explains how to raise a complaint or share a compliment about any of our training services. All our staff are trained to handle feedback professionally and constructively.
How do I make my complaint or compliment?
You may be able to resolve your concern or provide feedback directly with the individual trainer concerned or by contacting our main office at 01924 860 444. You may be asked to submit your comments in writing.
If not, you can write or email us at:
Birkwood Plant Training Ltd
18 Weeland Road, Wakefield, WF4 1LN
Email: info@birkwoodplant.co.uk
For complaints, please include:
- Your name (and company name if applicable), and contact address.
- The name and date of the course you attended.
- Copies of any relevant correspondence.
- Who you communicated with and when, to help us trace the matter.
- Details of what has gone wrong or was handled improperly.
- How you would like the issue to be resolved.
For compliments, please include:
- Your name (and company name if appropriate).
- The name and date of the course.
- The name(s) of the staff or trainers you wish to compliment.
- A description of what impressed you about the service or training provided.
What happens next?
For complaints: We will respond in writing within 10 working days. If this is not possible, we will acknowledge receipt within 5 working days and explain when a full response can be expected.
For compliments: We will acknowledge your feedback and ensure that the staff or trainers involved are notified and recognised for their positive contribution.
If you’re not satisfied with our response
You can escalate the matter by writing to our Managing Director:
Sally Ramskill
Birkwood Plant Training Ltd
18 Weeland Road, Wakefield, WF4 1LN
What can I expect as a resolution?
We aim to maintain a high standard of service. If we have made a mistake, you may expect one or more of the following:
- An apology.
- An explanation.
- An assurance that it won’t happen again.
- Details of corrective action taken.
- Compensation or alternative training services (where applicable).
Each case is judged on its individual circumstances.
Users’ views
We value all feedback as part of our commitment to continuous improvement. Whether it’s a complaint or compliment, your views help shape our future training services.
Please take a few moments to complete the end-of-course evaluation form—your feedback is vital in helping us improve and grow.
Last Reviewed: July 2025 (Compliments policy added)
Next Review Due: July 2026
Approved by: Sally Ramskill
