Complaints Procedure

Our Commitment to You

Each of our customers is important to us. We treat as a complaint an expression of dissatisfaction with our service which calls for a response. Our complaints policy covers complaints about the standard of service we provide in relation to a Training and Assessment Package (“TAP”) provided by TRAINFITNESS and the behaviour of our staff.

We will acknowledge a complaint within five working days of receipt. We will investigate the complaint and endeavour to send a final response within four weeks of receipt of the complaint. If we are unable to provide a final response within this time, we will send an update. We will then endeavour to send a final response within eight weeks of receipt of the complaint. If we are unable to provide a final response within this time, we will write to you explaining why and advise when you can expect a final response.

If you are dissatisfied with the decision we make about your complaint you can file your complaint with an Alternative Dispute Resolution (ADR) provider. If your complaint concerns an activity of ours that is regulated by the Financial Conduct Authority, you can contact the Financial Ombudsman Service (“FOS”) www.financial-ombudsman.org.uk/. You may also refer your complaint to the FOS if your complaint concerns such regulated activity and you have not received our final response within eight weeks from the date we received your complaint. We are obliged to submit to the ADR procedure operated by the FOS for such activity only. You must refer your complaint to the FOS within six months of the date of our final response. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the FOS believes that the delay was as a result of exceptional circumstances.

If your complaint is concerned with a credit agreement with a third-party lender for a Transaction, you must take up your complaint directly with that third party lender.

If your complaint is concerned with a Course, you must take up your complaint directly with cAmpus by email to [email protected] or by post to, cAmpus, Complaints, Unit 2A Moonraker Point, Pocock Street, London, SE1 0FN.

Provided the TAP was bought online, any other complaint may be filed on the European Online Dispute Resolution platform http://ec.europa.eu/consumers/odr/. The platform will identify a suitable ADR provider. Irrespective of how you bought the Course you may file your complaint with Consumer Arbitration https://consumerarbitration.co.uk/
We are not obliged nor do we intend to submit to an ADR procedure operated by the above or any other ADR provider (with the exception of the FOS only for activity of ours that is regulated by the Financial Conduct Authority, as explained above).