Complaints process explained

All of our centres are audited to ensure they meet our high standards, but we understand that from time to time, things do go wrong. If you are experiencing problems with your centre, ensure you follow their complaints procedure. If you have exhausted this process, or do not receive a response, then please contact us and we will do our best to assist you.

We will always try to help resolve things informally in the first instance, but if a resolution cannot be agreed, we will ask both you and the centre to provide evidence of the steps that have been taken leading up to, and further to your complaint.

A copy of our complaints form is available to download here and as part of this, we ask that you provide details and evidence of the correspondence you have had with the centre – for example, copies of emails, letters, details of phone calls, etc.

Upon receiving your complaint, it will then be passed to the Head of Customer support who will ensure that the complaint is allocated to an appropriate member of staff to lead the investigation.  We will acknowledge receipt of your complaint within 48 hours and will advise you which member of the Focus Awards team will be investigating your complaint.

The member of staff allocated to your complaint will review the evidence submitted, and may get in touch with you during the process if further clarification or details are required.  We will keep you up-to-date throughout the process, and aim to investigate complaints within 5 working days.  If however, your complaint is more complex, or involves people who are unavailable at the time, this may be extended to 10 working days; if any extended deadlines are required, we will notify you of this, explaining why.  At the end of the investigation, we will write / email to inform you of our decision.

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