Here at Baltic, customer service plays a very important part in what we do and we want all of the employers and apprentices we work with, to be completely satisfied with the service they receive. As the first training provider to gain the Institute of Customer Service accreditation, we understand the importance of customer care and we strive to deliver this to the highest possible standards at all times.

We want your feedback, good or bad we want to hear about your experience. Should you be unsatisfied at all with any aspect of our service at any time, we want you to tell us. Don’t worry, we won’t be upset. We simply would rather know, so that we can help rectify the situation and make for a better experience going forward.

If you have thoughts or recommendations about how we could change or add to what we do, please tell us about those ideas too.

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Customer Experiences

Institute of Customer Service

At Baltic Training we ensure that we:

  • Listen carefully to complaints and treat complaints as confidential, where possible
  • Record, store and manage all complaints accurately and in accordance with the Data Protection Act
  • Investigate the complaint fully, objectively and within the stated time frame
  • Notify the complainant of the results of the investigation and any right of appeal
  • Inform the complainant of any action that will be implemented in order to ensure that there is no re-occurrence
  • Report to the Senior Management Team quarterly the number of complaints received, the outcomes of investigations and any actions taken or changes made

Ways to contact us to discuss feedback and concerns:

How do I make a complaint? The first step is for us to understand your complaint. In order to do this, all complaints must be made in writing via our Complaint Investigation Form (click to download).

  • You can call us: 01325 731 059
  • You can email us: complaints@baltictraining.com
  • You can write to us: The Customer Relations Team, Baltic House, Hilton Road, Newton Aycliffe, Co. Durham, DL5 6EN
  • You can chat to us on the live chat where a member of the team is happy to talk with you and discuss your concerns

You can also view our full Complaints Policy and Procedures using the download link below.

Everything you need to know...

Whether you are an apprentice, employer, school or parent, our ebooks and tools are designed to give you all the information that you will need.
Apprentice Ebook:

An Introduction to Your Baltic Apprenticeship

Employer Ebook:

Your Guide to the Apprenticeship Levy