Complaints Policy
LearnerBee
At LearnerBee, we are committed to providing a professional, responsive, and high-quality service to all of our learners, partners, and clients. We value feedback of all kinds and treat complaints as an opportunity to reflect, improve, and strengthen the way we work.
While we aim to ensure every interaction with LearnerBee is positive, we understand that sometimes things don’t go as expected. If you’re dissatisfied with any part of your experience, you have the right to raise a complaint, and we will investigate it fairly, promptly, and respectfully.
How to Make a Complaint
We encourage you to raise any concerns with the member of staff or team involved as early as possible — most issues can be resolved informally at this stage.
If you feel the issue hasn’t been resolved or you would prefer to begin the formal complaint process, you can do so by contacting our Quality & Operations Team.
To raise a formal complaint, please email: hello@learnerbee.co.uk
Alternatively, you may contact us by phone or request a complaint form from our team.
What to Include in Your Complaint
To help us handle your complaint effectively, please include:
- Your name, contact details, and (if applicable) the name of your course or college
- A clear description of what your complaint is about
- The names of any individuals involved, where relevant
- Any supporting evidence (emails, screenshots, documents)
- How you would like the matter to be resolved
What You Can Expect
- Your complaint will be acknowledged in writing within 7 working days
- The matter will be investigated by a senior member of the Quality Team
- You will receive a full written response within 30 working days, unless the case is particularly complex (in which case we will keep you informed of progress and provide an estimated response date)
Complaints Procedure
Step 1 – Complaint Received and Logged
- Your complaint is recorded and stored confidentially in our secure system
- Supporting evidence is added to the case file
- Our tracking system is updated to confirm the complaint is open and being investigated
- A formal acknowledgement is sent to you within 7 working days
Step 2 – Investigation by Quality Manager
- A member of our Quality Team may contact you for further information
- All relevant documentation, communications, and records will be reviewed
- If needed, interviews or internal reviews may be conducted
- Areas for improvement will be identified and shared with our management team
Step 3 – Resolution and Action
- Corrective or preventative actions will be agreed
- A formal response, including the resolution, will be provided in writing
- We will check that you are satisfied with the outcome
- A record of the resolution will be stored with the complaint file
Step 4 – Sign Off and Monitoring
- The complaint is signed off by the Quality Manager
- Any learnings or trends are recorded to help improve our services and prevent future issues
Appeals Process
If you are not satisfied with the outcome of your complaint, you may submit an appeal to the Managing Director within 5 working days of receiving our response.
Your appeal will be reviewed independently, and we will:
- Re-examine the complaint handling process
- Assess whether the resolution was fair and appropriate
- Consider any new evidence or information
A decision on the appeal will be provided within 15 working days.
Contact Details
Quality Team – LearnerBee
📧 Email: hello@learnerbee.co.uk
📞 Phone: 01302 456779