BASICS Scotland Education Complaints Policy

1. Introduction 
BASICS Scotland is committed to providing high-quality clinical education to doctors, nurses, and paramedics. We value feedback and take complaints seriously as they help us improve our courses and maintain high standards. This policy outlines the procedure for handling complaints following a course, assessment or revalidation day.  

2. Scope 
This policy applies to all attendees of our training courses and assessment or revalidation days, including candidates, instructors and faculty members. It covers complaints related to course content, delivery, facilities, administration, scoring and instructor conduct. 

3. Principles 

  • We will handle complaints in a fair, transparent, and timely manner. 
  • We will maintain confidentiality where appropriate. 
  • We will seek to resolve issues informally where possible but provide a formal procedure when needed. 
  • We will use complaints to improve our courses and processes. 

4. Complaints Procedure 

4.1 Informal Resolution 
Where possible, we encourage individuals to raise concerns informally with the course director or a member of the faculty during or shortly after the course. Many issues can be resolved quickly through discussion. 

4.2 Formal Complaint Submission 
If the issue is not resolved informally, a formal complaint can be submitted in writing via email to       lduff@basics-scotland.org.uk within 1 month of the course completion. The complaint should include: 

  • The complainant’s name and contact details 
  • The course name, date and location 
  • A clear description of the issue 
  • Any supporting evidence (if applicable) 

4.3 Acknowledgement & Investigation 

  • Complaints will be acknowledged within five working days. 
  • A designated senior member of staff will investigate the complaint. This may be the CEO, Specialist Medical Adviser, Director of Education or a combination of these people. The investigative process may include reviewing course materials, looking at scores, speaking to instructors, and contacting relevant individuals. 
  • We aim to provide a response within 21 days. If further investigation is required, we will update the complainant on the expected timeline. 

4.4 Outcome & Resolution 

  • The complainant will receive a written response outlining any findings and proposed actions. 
  • If the complaint is upheld, appropriate steps will be taken to resolve the issue. This may include changes to course content, additional instructor training or other remedial actions. 
  • If a complaint is not upheld, an explanation outlining the reasons for the decision will be provided to the complainant. Once this explanation has been shared, the matter will be considered closed and no further correspondence will be entered into. 

5. Appeals Process 
If the complainant is dissatisfied with the outcome, they may appeal in writing within 14 days of receiving the response. Appeals will be reviewed by a member of the Board of Directors, with a final decision communicated within 28 days.  The Board’s decision is final.   

6. Continuous Improvement 
All complaints and resolutions will be recorded and reviewed regularly to identify trends and areas for improvement in our education programmes. 

7. Contact Information 
For any queries regarding this policy or to submit a complaint, please contact: 
Lorna Duff, BASICS Scotland CEO 

lduff@basics-scotland.org.uk 

This policy will be reviewed annually to ensure it remains effective and relevant. 

Last Reviewed: 3rd October 2025