It is our aim to always have satisfied delegates, to meet your expectations of training and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously and investigate them in a full and fair way. We learn from complaints to improve our training. We will never discriminate against delegates who have made a complaint.
If you are not entirely satisfied with any aspect of your training please let us know as soon as possible to allow us to address your concerns promptly.
Nicola Webb is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include further training, refunding fees paid or other solutions that meet your needs and resolve the complaint.