Centres - If you are an accredited ABP centre, you should seek to resolve the matter with the ABP staff or associate member directly and within 10 days.

Students - In the first instance, you should seek to resolve the matter with the relevant individual and/or department at the centre where you studied or are taking your ABP qualification.

If Stage one advice has been followed and you are still not satisfied with the outcome, you should progress to stage two.

If you are dissatisfied with the outcome of stage one:

Contact ABP by using the ABP Customer Complaint Form

OR

write to:

Please note:

To help ABP to reply to your complaint in good time, please provide full details as to the nature of your complaint. Please tell us the name of your centre, whether you are a student or a staff member of the centre and, where appropriate, any other details which clearly identify you. This will help us to deliver a correctly addressed response.

ABP staff will deal with complaints in the following manner:

1) The complaint will be logged and assigned a reference number by the Quality Manager

2) The complaint will be passed to the responsible department and/or the most appropriate ABP staff member (e.g. Examinations, Registrations, Qualifications, Education, Accreditation etc.) by the Quality Manager.

Normally, ABP will respond fully to all types of complaint within 10 working days. However, on rare occasions, a holding email or letter may be required after the initial 10 working days have elapsed.

We will not respond to unreasonable behaviour We define unreasonable behaviour as behaviour or language (whether verbal, i.e. face to face or by telephone, or written) that may cause staff to feel intimidated, threatened or abused.

If you remain dissatisfied with the outcome of stage two, you may escalate your complaint to the Chief Executive Officer (CEO). Applications to the CEO should be in writing (and include any relevant documents), and be received within 15 working days of receiving the results of the stage two complaint. All correspondence should be addressed to the CEO at the address above.

Receipt of your application will be acknowledged within 5 working days.

The complaint will be re-investigated by the CEO and a full response will be provided within 15 working days of receiving your application, after which ABP will consider the complaint ‘closed’.

Where appropriate, the Chief Executive Officer will provide a full explanation of any relevant errors and details of any remedial action taken.

The number and nature of all complaints will be reviewed quarterly by the Executive Team and any outstanding issues will be handled within specified timescales.

Results, Enquiries and Appeals Process Policy

Responding to enquiries and complaints procedure