Complaints Process

In line with our complaints policy, the complaints process must be adhered to.

In the first instance, please share your concerns to any member of the Brain in Hand team or contact us on 01392 247909 or feedback@braininhand.co.uk. The team member will ensure that your concerns are listened to and try to resolve the issue with you directly. If they are unable to resolve the concern themselves, they will escalate your concern. When escalated your concern will be acknowledged within four working days.

If your concern cannot be satisfactorily addressed through such an informal approach, then our formal complaints process should be followed.

Whilst we aim to address all concerns informally, we will record these to ensure we can learn and improve our services.

Our formal complaints process is intended to ensure that all complaints are handled fairly and consistently.

Brain in Hand Ltd have the responsibility to:

• acknowledge all formal complaints in writing
• respond within a set period as stated below
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.

Complainants have the responsibility to:

• bring their complaint, to the attention of Brain in Hand Ltd within eight (8) weeks of the issue arising; and
• explain the problem as clearly and as fully as possible, including any action taken to date, and allow Brain in Hand Ltd reasonable time to deal with the matter (timeframes are detailed within the formal complaints process below).

If you are unable to resolve your complaint informally, you should inform Brain in Hand Ltd setting out:

• The details of your complaint
• The consequences for you as a result; and
• The remedy that you are seeking.

Complaints can be received:

• via email to: feedback@braininhand.co.uk with the subject ‘Complaint’
• by post to: Brain in Hand Ltd, Broadwalk House, Southernhay West, Exeter, EX1 1TS
• by phone call to our Customer Support team on 01392 247909

You can expect your complaint to be acknowledged within 4 working days of receipt and a written response provided within 15 working days of receipt.

If you not satisfied with the initial response to your complaint, you can inform Brain in Hand Ltd and ask for a review of your complaint and our response. Your request for a review should be addressed for the attention of the Head of Customer Support:

• via email to: feedback@braininhand.co.uk with the subject ‘Complaint Review’
• by post to: Brain in Hand Ltd, Broadwalk House, Southernhay West, Exeter, EX1 1TS
• by phone call to the Customer Support team on 01392 247909 making it clear on the call it is a request to review your complaint response

You can expect your request for a review to be acknowledged within 4 working days of receipt and a written response provided within 15 working days of receipt.

Brain in Hand Ltd aims to resolve all complaints as quickly as possible. However, inevitably some issues will be more complex and may therefore require time to be fully investigated.

Consequently, the timescales given for handling and responding to complaints are indicative. If a specific complaint requires more detailed investigation, you will receive an interim response describing how the matter is being progressed and when, and from whom, a full reply can be expected.

If you remain dissatisfied with the response that Brain in Hand Ltd has provided, you may wish to escalate your complaint to a third party; for example, the Disability Services at your University, the HR Team at your workplace, the funding body / purchaser of your subscription, explaining the basis of your complaint.

You may wish to seek advice through your local Citizens Advice Bureau.

If you would like Brain in Hand to consider alternative dispute resolution (ADR) you can make this request in the following ways:

• via email to: feedback@braininhand.co.uk with the subject ‘Complaint Review’
• by post to: Brain in Hand Ltd, Broadwalk House, Southernhay West, Exeter, EX1 1TS
• by phone call to the Head of Customer Support on 01392 247909 making it clear on the call you are requesting ADR for your complaint

Details relating to all complaints (including the complainant’s name and contact details) are stored permanently and securely in a central register for action and root cause analysis. Access to the register is restricted to only employees who may investigate and/or respond to Formal Complaints.

It is the responsibility of all staff to comply with the complaints process.

This process will be reviewed on an annual basis by the Head of Customer Support.