Complaints procedure

Making a formal complaint

There are several ways to make a formal complaint about the service you have received.

You should in the first instance contact the customer engagement team where they will do everything, they can resolve your complaint with you.

 

How to contact us

By phone

+11 (0) 2077818033

Please note the customer engagement team work Monday to Friday 9 am to 5 pm (except bank holidays).

Online

[email protected]

By post

Complaints can be sent to: Complaints Team Future Formations Limited 4 Cochrane House Admirals Way Canary Wharf London E14 9UD

 

Stage One Complaint

A stage one complaint will be investigated by one of the operational Managers. They will aim to respond in full within ten working days.

If your complaint is upheld, you will get a full apology and, where appropriate, be given details of any corrective measures being taken to put things right.

Stage Two review

If you are not satisfied with the outcome, you can escalate the complaint to stage two. This will be handled by a Senior Manager.

We may ask you for additional information by e-mail or over the telephone.

They will aim to provide a full response to the review within ten working days.

Stage Three review

If you are not happy with our responses to your formal complaint, you can ask for your complaint to be escalated to stage three, this is the final stage of the complaints procedure and will be dealt with by the Director of the Company.

He will review all the evidence to ensure that the complaint has been handled correctly and he will provide a final response to the complaint within twenty working days.