Customer Complaints Handling Procedure & Whilst-blowing Policy
HOW WE HANDLE YOUR COMPLAINT
Training Beauty & Beyond are committed to providing high quality services to all our customers. However, we appreciate we may not always get it
right. If a problem occurs, we strive to address complaints promptly and effectively.
CONTACT US
The best way to contact us is to call or email us and we will try to resolve your complaint within 3 working days:
1. By telephone: 01462 354677
2. By email to: info@trainingbeautyandbeyond.com
3. By post to: The Nexus Building, Broadway Letchworth Garden City SG6 3TT
WHEN AND HOW YOU WILL HEAR FROM US
If we can resolve your complaint within 3 working days, we will send you written confirmation of this in the form of a
summary resolution letter. Where we cannot resolve your complaint within three working days, we will send you a written
acknowledgement so that you know we are investigation your concerns.
We will then undertake a full investigation to enable us to make an informed assessment of your complaint. We will keep
you updated on our progress and contact you if we need to provide further information regarding the issues you have
raised.
We will send you a final response within 8 weeks, although we aim to get your complaint resolved well before this time.
The final response will:
1. Let you know the outcome of the investigation
2. If appropriate, advise you of what we intend to do to rectify the problem
3. If we disagree with your complaint, clearly explain why
If we decide that you are not an eligible complainant, we will advise you of this promptly. This may be because your
complaint is time barred which means the event happened more than 6 years ago, or it is more than 3 years since you
should reasonably have been aware you had cause for complaint.
There may be times where we need to refer part of all a complaint to a third party. Where this happens, we will aim to do
so within 5 working days, obtaining your consent to do so, and providing contact details of the third party.
REFERRING YOUR COMPLAINT
After our investigation, if you are still unhappy with our response to your complaint, you can choose to refer it to the
Financial Ombudsman Service (FOS). They provide a free, independent service to help resolve complaints relating to
finance:
www.financial-ombudsman.org.uk
0800 032 8000
Complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service, Exchange Tower, London E14 9SR
If you decide to refer your complaint after we have issued our final response, you should do so within 6 months of the
date on our final response letter. Details of how to raise your concerns with the FOS will be included in our final
response. Communication. Please note that for DCA complaints the six-month time limit in the FOS leaflet does not
apply.
All records will be kept for a period of six years.
WHILSTLE-BLOWING
1. Purpose
Training Beauty & Beyond Ltd is committed to operating with honesty and integrity. We expect the same standards from everyone working with or for us. This policy provides a clear framework for individuals to raise concerns about suspected wrongdoing or misconduct without fear of retaliation.
This policy meets the expectations set by the Financial Conduct Authority (FCA) and reflects the requirements of the Public Interest Disclosure Act 1998 (PIDA).
2. Scope
This policy applies to all employees, contractors, tutors, temporary workers, and anyone else working for or on behalf of Training Beauty & Beyond Ltd.
3. What Can Be Reported
You should use this policy if you genuinely believe there is wrongdoing of any of the following:
Criminal offences (e.g. fraud, bribery, money laundering)
Breach of legal or regulatory obligations
Miscarriage of justice
Danger to health and safety
Damage to the environment
Deliberate concealment of any of the above
This policy is not for personal grievances (e.g. bullying, harassment, or disputes about your contract). These should be dealt with through our grievance procedures.
4. Raising a Concern
Concerns should be raised as soon as possible. You can raise a whistleblowing concern by:
Email: info@trainingbeautyandbeyond.com
Phone: 01462 354 677
In writing: Marked “Strictly Private and Confidential – Whistleblowing” and sent to:
Director
Training Beauty & Beyond Ltd
The Nexus Building, Letchworth Garden City, SG6 3TT, UK
If you feel unable to raise the matter internally, you can report it directly to a prescribed external body such as the FCA, HMRC, or Information Commissioner’s Office, depending on the issue.
5. Confidentiality & Anonymity
We will treat all disclosures seriously and with confidentiality. You can raise a concern anonymously, although doing so may limit our ability to investigate fully.
We will not tolerate any form of retaliation against someone who has raised a concern in good faith.
6. Investigation Process
Once a concern is raised:
It will be acknowledged within 5 working days
An appropriate person (e.g. a director or external advisor) will conduct a preliminary assessment
If an investigation is needed, it will be carried out promptly and thoroughly
You may be asked to provide further information or attend a meeting
You will be informed of the outcome, where appropriate, while respecting confidentiality
7. Protection and Support
Anyone who raises a genuine concern will not suffer any detriment, even if the concern turns out to be unfounded. If you believe you are being treated unfairly as a result of raising a concern, you should inform the Director immediately.
8. Records and Reporting
All whistleblowing reports will be securely logged, investigated, and stored for a minimum of 5 years in line with regulatory obligations. Any material issues will be escalated to the Board.