Complaints Policy

Effective Date: 22.07.2025
Last Updated: 22.07.2025

At LearnerBee, we are committed to delivering a high standard of service to all our partners, learners, and stakeholders. We take complaints seriously and aim to resolve them promptly, fairly, and transparently.

This policy explains how you can raise a complaint, how we’ll handle it, and what to expect from the process.

1. What Is a Complaint?

A complaint is any expression of dissatisfaction about:

• Our services
• The behaviour or actions of a LearnerBee staff member
• The quality or clarity of communication
• The handling of a learner’s journey or application process

We view complaints as an opportunity to learn and improve.

2. How to Make a Complaint

You can make a complaint in any of the following ways:

• Email: hello@learnerbee.co.uk
• Post: LearnerBee Ltd, 1 Water Vole Way, Doncaster, DN4 5JP
• Phone: 01302 456779

Please include as much detail as possible, including:

• Your name and contact information
• A clear description of the issue
• Relevant dates, names, or evidence (if applicable)
• What outcome you are seeking (if known)

3. What Happens Next?

• Acknowledgement: We’ll acknowledge your complaint within 2 working days.
• Investigation: A member of our management team will review your complaint objectively. We may contact you for further information.
• Response: We aim to provide a full response within 10 working days. If the matter is complex or requires more time, we will keep you informed.
• Resolution: If the complaint is upheld, we will explain what action we will take to address it. If it’s not upheld, we will explain why.

4. Escalation Process

If you are not satisfied with the initial outcome, you may request an internal review. Your complaint will then be escalated to a senior member of the LearnerBee team, who will review the case and provide a final decision within 7 working days.

5. External Bodies

If your complaint relates to a course or programme delivered in partnership with a training provider or college, you may also raise your concern with that provider directly. We will help you with contact details if needed.

You may also contact external regulators such as:

• The Education and Skills Funding Agency (ESFA)
• The Information Commissioner’s Office (ICO) – for data protection concerns
• Ofsted – if your concern relates to learner welfare or safeguarding

6. Confidentiality and Data Protection

All complaints will be handled in line with UK GDPR and our Data Protection Policy. Your personal details and complaint will be kept confidential and only shared with those directly involved in resolving the issue.

7. Continuous Improvement

We regularly review complaints data to identify recurring issues and areas for improvement. Your feedback helps us grow and serve you better.

Still need help?

📧 Email us at hello@learnerbee.co.uk
📞 Or call us on 01302 456779