Complaints

If something isn't right, we really want to know, because it's how we get better. This policy explains how to tell us, how quickly we'll reply and what to do if you're still not happy. You'll never be treated differently for raising a concern. Jackie and Jess

What counts as a complaint

Anything about our service, for example course content, technical problems, how you were treated or how long something took.

How to complain

1. Email [email protected] with "Complaint" in the subject line. Tell us what happened and what you'd like us to do.
2. We acknowledge your complaint within 3 working days and reply in full within 15 working days. If it will take longer, we'll tell you why.
3. If you're not happy with our reply, ask for it to go to the centre lead, who replies within 15 working days. That is our final answer.

We keep a log of complaints and use it to improve. We are not a member of an alternative dispute resolution scheme. If you're unhappy with our final reply, you can get free advice from the Citizens Advice consumer helpline (England and Wales, 0808 223 1133, Welsh speakers 0808 223 1144, citizensadvice.org.uk), Advice Direct Scotland (0808 164 6000, consumeradvice.scot), or Consumerline (Northern Ireland, 0300 123 6262, nidirect.gov.uk/consumerline), or go to court. Ofqual doesn't handle complaints about our courses, because they aren't regulated qualifications. Your legal rights as a consumer are not affected.

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