May 24, 2018

Complaints Policy and Procedure

We are commitment to our Students
We will ensure that:

  • making a complaint is as easy as possible
  • we treat your complaint seriously
  • we deal with your complaint promptly and in confidence
  • we learn from complaints and use feedback to review and improve our service

Definition – We define a complaint as an expression of dissatisfaction with the Fylde Coast BSL Centre or with a member of its staff.

Purpose – This complaints policy and procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

If you feel we have not lived up to your expectations or if you feel we can improve or enhance our existing services, we would like to hear from you.

How to Make a Complaint:

Stage One:
Make initial contact the tutor or person with whom you have the complaint. If you are dissatisfied with some aspect of our service, please express this. We will aim to resolve all difficulties as quickly and efficiently as possible. Many issues can be resolved on the spot. However, if this is not the case, proceed to Stage Two.

Stage Two:
If the first response is not satisfactory, you should contact the Managing Director at our main office. Please help us to serve you best by making your complaints in writing: via email, letter or video letter. We will investigate further and you will receive a response within 30 working days.

The address to write to is:
Janice Crossland-Jones
The Fylde Coast BSL Centre
Office 19, 335 Red Bank Road

Or email:

For advice on how to raise a complaint, please follow the complaints procedure below.

Complaints Procedure

Whilst we do everything we can to make sure you get the best possible service and ensure that Fylde Coast BSL Centre staff and internal and external versifiers carry out their duties in a professional and responsible manner, there may be exceptional instances when students are unhappy with the service they have received. In these circumstances, we would encourage you to tell us about your discomfort or dissatisfaction so that we can support you and put matters right.

Please use the map below – we hope this will make it easier for you to tell us about your complaint. We will give your complaint the attention it deserves and aim to resolve it without delay to make sure you regain a realistic feeling of satisfaction.