Complaints Policy
Policy Overview
Purpose
The purpose of this policy is to outline how BFY Group Limited manages complaints in a clear, fair, and consistent way. It aims to ensure clients and stakeholders have confidence that concerns will be taken seriously and resolved promptly.
Commitment
We are committed to providing high-quality consultancy services. We view complaints not as a burden, but as an opportunity to learn, improve, and maintain trust with our clients.
Scope
Who the Policy Applies To
This policy applies to all clients, service users, suppliers, and stakeholders who interact with BFY Group Limited
What the Policy Covers
It covers complaints related to:
- The quality or timeliness of our services
- Conduct of staff or consultants
- Communication or customer service issues
- Failure to meet agreed deliverables
Definition of a Complaint
Definition
A complaint is defined as:
“Any expression of dissatisfaction, whether made formally or informally, about the standard of service, actions, or lack of action by BFY Group Limited or its representatives.”
Exclusions
This policy does not cover:
- Appeals or disputes under legal contracts (handled via contract terms)
- Employment grievances from staff (covered by the internal HR process)
Making a Complaint
How to Submit a Complaint
Complaints can be submitted via:
Email: complaints@bfygroup.co.uk
Post: 51 Stoney Street, Nottingham, NG1 1LX
Phone: 07780687841
In person: By appointment at our offices
What to Include
When submitting a complaint, please provide:
- Your name and contact information
- A detailed description of the issue
- Dates, times, and names (if applicable)
- Any supporting documents or evidence
Complaints Handling Process
Acknowledgement
We will acknowledge receipt of all complaints within 5 working days, confirming the process and who is handling the matter.
Investigation
A senior staff member not directly involved in the matter will conduct a fair and impartial investigation. This may include:
- Interviews with relevant personnel
- Review of emails, records, or project documentation
- Consultation with other stakeholders
Response and Resolution
A formal written response will be issued within 10 working days of acknowledgement. If more time is required, we will update the complainant with reasons and a revised timescale.
Escalation Procedure
Internal Escalation
If the complainant is dissatisfied with the outcome, they may request a review by a Company Director or senior leadership representative. This must be done within 10 working days of the original decision.
Final Response
The outcome of the review will be provided within 20 working days of escalation and will constitute our final position.
Confidentiality and Data Protection
Confidential Handling
All complaints are handled confidentially. Information is only shared with individuals involved in investigating or resolving the issue.
Compliance with GDPR
We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Monitoring and Continuous Improvement
Logging Complaints
All complaints are logged and categorised in a secure internal register.
Review and Learning
Trends are reviewed quarterly by management. Where appropriate, action plans are developed to address systemic issues and improve client experience.
Contact Information
For all complaint-related correspondence, please use:
Complaints Team
BFY Group Limited
Email: complaints@bfygroup.co.uk
Phone: 07780687841
Address: 51 Stoney Street, Nottingham, NG1 1LX