Concerns and complaints help us identify problems, put things right where possible and improve our service.
You will not be treated unfairly or disadvantaged because you have raised a concern or complaint.
How to contact us
You can raise a concern or complaint:
- through the contact form on our website;
- by telephone on 01494 771935, Monday to Friday, 9am–5pm; or
- by writing to:
8 Summerleys Road
Princes Risborough
Buckinghamshire
HP27 9DT
When contacting us, please provide as much relevant information as possible, including:
- your name and contact details;
- the name of your organisation, where applicable;
- the learner’s name, where relevant;
- the course, booking or transaction concerned;
- what happened and when;
- how you would like the matter to be resolved; and
- copies of any relevant emails, documents or screenshots.
If you require assistance making a complaint, or need us to communicate with you in a particular way, please let us know.
What happens next
1. Acknowledgement
We will normally acknowledge your concern or complaint within three working days.
Our office team may receive and record your complaint, but the investigation will be overseen by the Company Director or another suitable person who was not directly involved in the matter.
2. Initial review
We will review the information provided and may contact you if we need further details or clarification.
Where a concern can be resolved quickly, we will try to do so without unnecessary delay.
3. Investigation
Depending on the nature of the complaint, our investigation may include:
- reviewing booking, payment or account records;
- reviewing course materials or correspondence;
- speaking to the trainer or staff members involved;
- reviewing platform or attendance records; and
- considering whether our procedures were followed.
We will handle the matter sensitively and will only share information with people who need it to investigate or respond.
4. Our response
We aim to provide a full written response within 20 working days of receiving the complaint.
Our response will normally explain:
- what we have investigated;
- what we found;
- whether the complaint has been upheld in full or in part;
- any action or remedy we propose; and
- any changes we will make to prevent a similar issue occurring again.
If the matter is particularly complex and we need more time, we will explain the reason for the delay and tell you when you can expect a response.
Requesting a review
If you are dissatisfied with our response, you may request a review within 14 days of receiving it.
Please explain why you remain dissatisfied and identify any relevant information you believe has not been considered.
Where possible, the review will be completed by someone who was not directly involved in the original decision. If the Company Director handled the original complaint, we may arrange for a suitably independent person to review the matter.
We aim to provide our final response within 10 working days of receiving a request for review.
Urgent or safeguarding concerns
Please tell us immediately if your concern involves:
- an immediate risk to a learner or another person;
- a safeguarding concern;
- serious misconduct;
- discrimination or harassment; or
- a significant health and safety issue.
We will prioritise urgent concerns and may share information with an appropriate authority where this is necessary to protect someone or comply with our legal responsibilities.
If the complaint remains unresolved
If you are purchasing our services as a consumer and remain dissatisfied after completing our complaints procedure, you may seek independent advice from the Citizens Advice consumer service.
If an applicable alternative dispute resolution service is available, we will provide relevant information in our final response.
Recording and learning from complaints
We keep appropriate records of concerns and complaints so that we can monitor recurring issues and improve our training, systems and customer service.
Personal information will be handled in accordance with our Privacy Policy.