Complaints Policy

Each of our customers is important to us and we are dedicated to delivering an exceptional learning experience.

If you have a concern, you can address it with us via our informal resolution process. Please write to us by email to [email protected] or by post to TRAINFITNESS, Learner Success, Unit 2A Moonraker Point, Pocock Street, London, SE1 0FN.

We treat as a complaint an expression of dissatisfaction which is not suitable for or was not resolved through our informal resolution process and which calls for a formal response. Our Complaints Policy and its related procedure covers and deals with complaints about the standard of service related to a Training and Assessment Package (‘TAP’) provided by us and the behaviour of our staff.

If you have a complaint, please write to us by email to [email protected] or by post to TRAINFITNESS, Complaints, Unit 2A Moonraker Point, Pocock Street, London, SE1 0FN. Unless otherwise determined by us, we will respond to complaints solely in writing. 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, for example, 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.

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.