Complains Policy
Effective Date: 03/12/2025
Contact: info@xavsafety.co.uk
Organisation: Bself Ltd – trading as XavSafety
1. Purpose
The purpose of this Complaints Policy is to ensure that any concerns raised by customers, learners, parents, schools, or organisations are addressed promptly, fairly, and transparently.
2. What You Can Complain About
You may submit a complaint regarding the following issues:
- Course delivery, content, or trainer conduct
- Accessibility or suitability of the training
- Website, booking, or payment issues
- Customer service
- Any behaviour you believe is unprofessional or discriminatory
3. How to Submit a Complaint
Complaints can be submitted via email to:
Please include the following information:
- Your name and contact details
- A description of the issue
- The course or service affected
- Any supporting evidence (optional)
4. How We Handle Complaints
- We will acknowledge all complaints within three working days.
- A full review will be conducted within ten working days.
- You will receive a clear written response that includes:
- The findings of our investigation
- Any corrective actions taken
- The outcome of the resolution
5. Escalation
If you are not satisfied with the outcome of your complaint, you may request a further review by our director:
👤 Xavier Vollin
A final decision will be provided within ten working days.
6. Confidentiality
All complaints are handled in accordance with UK GDPR regulations and your privacy rights.
7. Continuous Improvement
Complaints are logged and regularly reviewed to enhance training quality, safety protocols, and customer experience.