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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]
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] Unless otherwise determined by us, we will respond to complaints solely in writing. We will endeavour to 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
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.
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).
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.