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  • Making a Complaint
  • Our Privacy Policy
BV Associates Limited
Enquiries and Complaints Policy
 
Purpose:  The purpose of this document is to ensure that all Enquiries or Complaints aimed at the services provided by BV Associates, its operations or its personnel are correctly recorded and investigated and that, where appropriate, corrective action is taken. Where an Appeal is raised against the relevant Awarding Body (where BV Associates are informed) every assistance is to be given to the student in terms of directing them to the relevant Awarding Body Complaints procedure, this includes the steps to take to escalate the problem should they not be satisfied with any subsequent follow up remedial action, finding or result.
 
Scope:  This procedure will be followed in respect of all complaints made to BV Associates.  All complaints however small are to be forwarded to the undersigned by the most appropriate means depending on the severity below:
 
Minor Complaints that can be rectified by the instructor/invigilator.  The Student should be consulted and where possible the problem rectified and the student should be encouraged to raise their complaint on the end of course INVAL to ensure the problem is rectified. An example would be when a student wishes to raise a complaint about a venue or other non-training aspect.
 
Major Complaints.  Complaints where the instructor/invigilator feels that they cannot rectify the problem it should be raised verbally or electronically immediately to the HQ Office.  See timescales paragraph.
 
Internal Complaints:  When a member of BV Associates considers that some aspects of the Company’s operation is unsatisfactory from the clients viewpoint he or she will first try to resolve the matter by discussion with supervision or management. If the problem recurs subsequently, the individual may request to record it as a complaint. This procedure will not be used by members of BV Associates in respect of matters affecting their personal work situation or terms and conditions of employment. Matters that fall into this category should be taken up with line management.
Internal Improvement: All members of staff are asked to report any ideas for improvement during any face to face or formal meeting to support continuous improvement within the company to allow BV Associates Limited to continue to maintain the service of quality.
 
Method:  The Company maintains a “Complaints Register and Conflicts Log” which is under the control of the undersigned, in which the following information is recorded:
 
The date of the complaint and the name and organisation of the complainant.
The nature of the complaint.
Any corrective action agreed.
The date when the corrective action is completed.
 
Corrective action will include sufficient investigation of the activity implicated to ensure the remedy addresses the cause as well as symptom.
 
Timescales: The following timescales are to be adhered to:
 
0 hr:    The moment a Student makes an Enquiry, Complaint or wishes to Appeal a result
to any member of BV Associates by word, paper or email.
 
24 hrs:  The time that all Enquiries, Complaints and Appeals must be replied to from a member of the BV Associates Office Team

Escalation: We have a number of Awarding Bodies that we must comply to – each has its own policy for escalating a complaint.  This procedure will be highlighted to each student in their
individual learner agreement.
 
Responsibility: The undersigned is the person responsible for ensuring that the Complaints Register is correctly maintained and that the corrective actions are closed out at the appropriate time. As long as there are complaints or appeals that have not been closed out yet, the issue will continue to be raised at the regular management meetings.
 
Where to complain to:  If you decide that you have eligible grounds for a compliant you should send an email with supporting documentary evidence to the following: 


Call: 01494 864100

E-mail: dean@bvassociates.co.uk

Write to: Quality Officer, Cedar Lodge, 1 Peters Close, Prestwood, Great Missenden, Buckinghamshire, HP16 9ET 

 
This will be the final route of escalation within our company.  Therefore, if you remain unhappy after following our own internal appeals procedure then we will escalate your complaint to the  relevant Awarding Body directly.  The following gives you the link to the appropriate Awarding Body.
 
NEBOSH and their appeals policy can be located on their website: https://www.nebosh.org.uk
 
IOSH and their complaints policy can be located on their website: https://www.iosh.co.uk
CITB and their complaints policy can be located on their website: https://www.citb.co.uk
NUCO and their complaints policy can be located on their website: https://www.host-it.co.uk
HABC and their complaints policy can be located on their website: www.highfieldabc.com
Alternatively please speak to the HABC team on 0845 2260350. 
 
Should we/you address your appeal to any Awarding Body and remain unhappy with the outcome you may then raise your appeal to the relevant qualification regulator.  Either a representative of BV Associates Ltd or the Awarding Body will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details. 
 
The following relates to appeals regarding publicly funded qualifications in Scotland only.  Should you have undertaken a publicly funded qualification in Scotland, wish to make an appeal and you have exhausted the procedures of BV Associates Ltd as the Awarding Organisation, and the relevant qualification regulator then you do have one final route of appeal.  Please contact the Scottish Public Services Ombudsman (SPSO) directly, details can be located on their website: www.spso.org.uk.
 


BV Associates Limited
Privacy Policy Statement
 
BV Associates Limited are committed to protecting and respecting your privacy.
 
This policy (and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
 
Our Data Protection Registration Number is ZA042146.
 
As part of training with us, we may collect and process the following data about you:
 
·      Information that you provide by filling in forms on our site http//:www.bvassociates.co.uk. This includes information provided at the time of registering for a course, subscribing to a service, posting material or requesting further services.
·      If you contact us, we may keep a record of that correspondence.
·      Information about students that either enrol or register for any qualification or assessment. This information is taken from enrolment and/or registration forms. This information is used to process assessment paperwork, declare results and communicate with the relevant awarding body on your behalf or students regarding their chosen qualification.
·      We may also ask you to complete delegate feedback forms that we use for improving our courses for future students, although you do not have to complete/respond to them.
·      Details of transactions you carry out through our site and of the fulfilment of your orders.
·      Details of your visits to our site including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.
 
Where we store your personal data:
 
·      We are committed to the security of your information and have security procedures in place to protect the loss, misuse or alteration of information under our control. In addition we also have security measures in place to protect the student and user database and access to this database is restricted internally.
·      The data that we collect from you is not transferred to, and stored at, a destination outside the European Economic Area ("EEA").
·      All information you provide to us is stored on our secure servers.
·      Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a username and/or password which enables you to access certain parts of our site, you are responsible for keeping this username and/or password confidential. We ask you not to share a password with anyone.  We do not share personal and financial information with 3rd parties.
·      Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk.
·      Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Uses made of the information you provide: 

·      The only third party we share your information with is the Awarding Body during the registration of your exams.  We ensure that any third party has the same robust policies in place.
·      We may contact you on occasions to provide an update on our qualifications.
·      We do not retain your information for any longer than is necessary – for example, once the registration process is complete your date of birth is removed from our server.
·      We will inform you when your course certificates have arrived - once you have confirmed your address we will remove your address from our database.   Therefore, we will only keep your contact number and email address on file. 
 
Facebook and LinkedIn:
 
We will ask you on your delegate feedback forms for comments about your training and ask permission if we intend to share this via our Facebook and LinkedIn sites.  Comments of praise received by email also full in to this category.
 
Opting Out of emails:

·      Customers may also opt out of receiving future course advertising mailings by contacting us on dean@bvassociates.co.uk.   Removal requests will be acted upon within 10 working days of the request.
·      Should you like our Facebook page then you are directed to remove yourself, which will automatically stop you from being sent any news via the site.

Access to information: 
The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. 

Changes to our Privacy Policy:  
Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

Contact: 
Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to dean@bvassociates.co.uk

Quality Assurance Officer - BV Associates Limited