Complaints Procedure

At the British College of Canine Studies, we are committed to providing a high standard of education and customer service. We take complaints seriously and will address concerns fairly, promptly, and confidentially.

  1. Scope of the Complaints Procedure

This procedure applies to complaints related to:

  • Course content, materials, or delivery.
  • Customer service or communication.
  • Behaviour of other students, staff, or representatives of the college.
  • Any other matter relating to our services.
  1. Informal Resolution

Before making a formal complaint, we encourage students to contact us informally to see if the issue can be quickly and amicably resolved.

  • Email our support team at enquiries@britishcollegeofcaninestudies.com outlining your concern.
  • We will acknowledge receipt and aim to provide a resolution within 5 working days.
  1. Formal Complaints Process

If the issue cannot be resolved informally, students may submit a formal complaint by following these steps:

Step 1: Submit a Complaint in Writing

  • Email your complaint to enquiries@britishcollegeofcaninestudies.com with the subject Formal Complaint.
  • Include your full name, course title, details of the complaint, and any relevant evidence (e.g., screenshots, emails, or dates of incidents).
  • Specify what outcome you are seeking.

Step 2: Acknowledgement

  • We will acknowledge receipt of your complaint within 3 working days.
  • A designated team member will review your complaint.

Step 3: Investigation and Response

  • We will investigate the matter, which may include reviewing records, speaking to relevant parties, or gathering additional information.
  • A formal response will be provided within 10 working days. If more time is needed, we will inform you of the expected timeframe.

Step 4: Appeal Process

  • If you are dissatisfied with the outcome, you may request an appeal by replying to the response within 7 working days.
  • A different senior member of staff will review the case.
  • A final decision will be made within 10 working days, and this decision will be binding.
  1. Confidentiality and Fairness
  • All complaints will be handled sensitively and confidentially.
  • No student will be penalised for making a complaint in good faith.
  • We aim to resolve complaints professionally and fairly.
  1. Continuous Improvement

We regularly review complaints and feedback to improve our courses and services.

By enrolling in a course with the British College of Canine Studies, students agree to follow this Complaints Procedure if they have concerns.