Our Commitment

1. Step One – Informal Resolution

If you have a concern, we encourage you to raise it informally in the first instance.

You can:

  • Speak directly with the instructor or trainer (for in-person courses)

  • Reply to your course welcome email (for online courses)

  • Or email us directly at [email protected]

We aim to respond within 3 working days and resolve the issue at this stage wherever possible.



2. Step Two – Formal Complaint

If your concern cannot be resolved informally, you may submit a formal complaint.

Please email [email protected] and include:

  • Your full name and contact details

  • The course title and date(s)

  • A clear description of the issue

  • Any steps you have already taken to resolve it

We will:

  • Acknowledge your complaint within 3 working days

  • Investigate the matter thoroughly and fairly

  • Respond with a formal outcome within 10 working days

If more time is required, we’ll keep you updated.



3. Step Three – Appeals and Escalation

For courses accredited by awarding bodies (e.g. Lantra), you may have the option to escalate your complaint if you remain dissatisfied after our response.

We will provide the appropriate contact information and support you in submitting an appeal to the awarding organisation if applicable.



4. Confidentiality and Fairness

All complaints are treated confidentially. You will not be disadvantaged for raising a concern in good faith.



5. Continuous Improvement

We keep a record of all formal complaints and review them regularly to improve the quality of our services and learner experience.