Complaints Procedure
In the unlikely event that you are not happy with our services we encourage you to access our grievances (complaints) procedures. Our complaints procedures should be used for all general issues. All assessment-related matters should be addressed through our appeals procedures.
Our complaints procedures should be made as soon as possible within 14 days. We will only consider complaints outside this time frame if there is a reasonable reason justifying the delay.
Your role and responsibility
Your role and responsibility is to let us know as soon as possible when there are issues by accessing our grievances procedures. You will need to be truthful, actively participate, respond within deadlines and provide any information requested.
Who should use our complaints procedures?
Our complaints procedures should only be used by enrolled candidates. We do not work on hearsay and consider complaints on an individual basis. Your complaint should contain an accurate record of the issues to enable investigation. We only consider complaints on behalf of our candidates only when they are considered vulnerable. We will not accept complaints from third parties such as girlfriends, employers, boyfriends, grandparents, parents or colleagues. Such complaints will only be considered on the point of law. We will not divulge any confidential information without appropriate safeguards in place such as your consent.
How does one make a complaint?
In order to make a complaint we expect you to complete the online form which is located at the bottom of this web page. Please ensure you complete all parts of the form and provide detailed information and any appropriate evidence which will allow full investigation of the matter.
How long will I get the outcome of the complaint or appeal?
All complaints received are normally acknowledged within 72 working hours. We aim to get back to you within 10 working days with the outcome of our investigation. Where we require more time or further information, we will contact you as soon as possible.
Updates will always be provided when it is necessary to consult other professionals or the awarding body.
