Customer Complaints Handling Procedure

HOW WE HANDLE YOUR COMPLAINT

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.