Tell us when we get it right,
and when we don’t
Despite our best efforts, we may not always meet your expectations. This page explains how to give us feedback, raise a complaint, or appeal a decision about a course or service we have provided to you.
01
Feedback
We aim to provide a high standard of training and service. Whatever your experience with us, we want to hear about it — when it went well and when it didn’t. Feedback is how we find out what is working and what needs improving.
How to send it
Email [email protected] with Feedback in the subject line. If it is easier, message us on WhatsApp and we will log it for you.
What we do with it
Every piece of feedback goes into our feedback log and is passed to the people it concerns, whether that is a tutor, the admin team or management. Where something needs to go beyond us, we raise it with the relevant external body.
You do not have to leave your name. Anonymous feedback is still logged and still acted on, though we will not be able to come back to you about it.
02
Complaints
A complaint is when you tell us you are dissatisfied with our training, our services or the way something has been handled.
We treat complaints seriously, so we ask for them in writing. A concern raised verbally is not treated as a formal complaint until we have it in writing — that way there is no confusion later about what was raised or when.
How to complain
Email [email protected] with Complaint in the subject line. Tell us what happened, roughly when, who was involved if that matters, and what outcome you are hoping for.
What happens next
5
Working days
We acknowledge your complaint in writing.
14
Working days
You receive a full response, counted from that acknowledgement.
If we need longer — because we are waiting on someone outside the company, for example — we will tell you why and when you can expect an answer, rather than leave you waiting.
How it is handled
Complaints are reviewed by our management team and shared only with the people who need to be involved in resolving them. Raising a complaint will not affect how you are treated on a course, or in any dealings with us afterwards.
03
Appeals
An appeal is when you have received a result from an assessment, believe that result is wrong, and would like it reviewed.
Who can appeal
You should only appeal if you have attended one of our courses, sat an assessment, and received a notification of results.
When to appeal
As soon as you reasonably can, and no later than five (5) working days after receiving your results. Awarding bodies set their own deadlines, and some are short, so telling us early matters.
How to appeal
Email [email protected] with Appeal in the subject line. Tell us which course and assessment it concerns, and why you believe the result is wrong.
What we will do
Our first job is to help you understand clearly how your result was arrived at, and to explain any terms or policies that apply. Where the decision genuinely sits with us, we will review it and respond within the same timescales as a complaint.
Where an awarding body is involved
Most of the assessments we deliver are set and marked by an external awarding body rather than by us. NEBOSH is the main one, but the same principle applies to any body we work with.
Where a result comes from an awarding body, the process and the outcome are theirs to decide, not ours. Each body runs it differently — typically an enquiry about results first, then a formal appeal, each with its own deadlines, evidence requirements and fees. We will tell you which process applies to your qualification, help you prepare and submit it, and follow it up on your behalf.
What we cannot do is change or overturn a result that an awarding body has issued. We will always do everything we reasonably can to help you reach the best possible outcome, but we would rather be straight with you about where the decision sits than let you expect something we are not able to deliver.
How we keep track
Feedback, complaints and appeals all go into the same log. Each entry records what was raised, when it came in, who dealt with it and how it ended, and stays open until it is either resolved or formally noted.
We review that log rather than just closing items off it. The point is that a problem which keeps coming back gets fixed at the source, instead of being answered politely over and over.
Get in touch
Whichever of the three it is, one address reaches us. Put Feedback, Complaint or Appeal in the subject line so it goes to the right place quickly.