3.2. Option 2: If Participants do feel they can communicate the complaint verbally to Facilitator they should contact the My Time office and speak to the Course & Curriculum Director. The Course & Curriculum Director would listen attentively to complaint and discuss a solution. This should be recorded if the Participant wishes, in a complaints book

  3.3. Option 3: The Participant can formally complain in writing addressing complaint to My Time Office. The letter has to be signed by the participant.

  3.4. Complaints have to be from the course participants.

  3.5. Any Complaint either received out of time-scale, or not by a course participant will be rejected.

4. Notification

 4.1 The Participant will be notified that the formal written complaint has been received and informed it will be dealt with in no more than 28 working days.

5.Response

 5.1 The written complaint will be sent to the My Time Managing Director.

 5.2.My Time Managing Director will assemble a panel will comprise of three members and include, the Managing Director, My Time Finance Manager and an Independent Arbitrator.

 5.3 The Panel will meet to investigate the complaint and decide whether further action is needed. The Participant will be informed of the outcome in writing.

 5.4 If the Panel views that the complaint requires the Participant to attend a meeting, or the Participant wishes to speak directly to the Panel, a further meeting will be arranged.

 5.5.In the event the complaint is about an individual employee or contracted worker or a contracted organisation then they would be informed of the complaint and given the opportunity to make representation.

 5.6 The decision by the panel will be put in writing and sent to the Participant no later that 14 days after any meeting.

6.Formal Appeals Procedure

 6.1 In the event, the Participant is not satisfied with the written answer by the panel, the Participant can appeal in writing no later than 28 days from receipt of Panel’s letter.

 6.2. The Letter of appeal would go to an appeals panel made up 3 members appointed My Time Managing Director.

 6.3. The appeals Panel to be convened no later than 28 working days from receipt of appeal.

 6.4. Representation of Participant and those who the complaint is directed at will be available at the appeal meeting.

 6.5. Notification of the appeal panel decision will be in writing and sent to participant no later than 28 working days from the meeting.

 6.6. As My Time Ltd is an organisational member of BACP, the Client will be informed of their complaints procedure.

Revised Aug 2006