Customer Complaint Policy


Talentbank is committed to providing the best possible service that we can. We hope to make your experience with Talentbank or our partners an excellent one and we welcome your comments, suggestions, and details of satisfaction regarding your experience of the Company.


We encourage all feedback from customers with regard to their satisfaction or dissatisfaction with the service they have received. Accordingly, we have developed a Customer Complaints and Compliments Policy which explains our broad approach to the handling of all complaints and positive feedback and also provides clear information on how complaints will be handled.

What is a Complaint?

A complaint is when a customer expresses dissatisfaction verbally or in writing with an action, decision, or service provision, and Talentbank is required to provide a formal response.


We aim to ensure that all complaints are dealt with seriously and impartially and are responded to promptly, regardless of the nature of the complaint. We will draw on information received from customer comments and complaints to improve our services and products.


We will:

  • Aim to put things right quickly for our customers when they go wrong.
  • Keep our customers informed of the progress of their complaints and the results of any investigation.
  • Seek to learn from each complaint to improve future performance.
  • Ensure that our Customer Complaints and Compliments Policy is clearly communicated to our customers.
  • Set performance targets for responding to complaints and monitor our performance against these targets.
  • Co-operate with our stakeholders with regard to joint complaints made directly by our customers.
  • Set performance targets for responding to complaints and monitor our performance against these targets.
  • Evaluate positive feedback and compliments to spread best practice across our service delivery channels (including content delivery partners).

Who is a Customer / Learner?

A customer/learner is anyone to whom Talentbank (or its partners) provide a service and give information, advice, and guidance through any one of Talentbank contracts we deliver.

Who will deal with your complaint?

We aim to resolve most issues locally at the first point of contact.


The member of staff who initially receives a communication directly from a customer or learner is empowered to ‘own’ the comment or complaint and see it through to resolution. He or she may have to liaise with other colleagues to gather the necessary information to respond effectively to the customer/learner.


In some cases, customers/learners may receive the response to their comments or complaint from the person or department who is responsible for that aspect of our work. Where customers/learners who are participants on our contracted programmes have made an initial complaint or comment and this has not been resolved to their satisfaction at the first point of contact, they may take the complaint further.

What we will be doing

We will aim to investigate and respond to your complaint within the timeframe stated on our complaints process attached. This is the same for verbal and written complaints. Where this is not possible for some reason, we will send you a written acknowledgement and advise you of the expected timescales required.


When things have gone wrong we will do our best to resolve matters quickly and fairly. We will explain what went wrong and why, apologise when it is appropriate, and take action to remedy the situation as soon as possible.


All customer comments and complaints are reviewed carefully and recorded at all stages, added to a wide range of internal and external measurements of our service performance and used to collate data of your perceptions and experiences

What we will be doing

We are always pleased to receive compliments and suggestions about the service we provide. These can be made by using any of the following options:

  • Speaking directly to the staff you have been dealing with
  • Drop an email to our management team at