As a leader in training services, we pride ourselves on the high quality of our courses. However, we do sometimes make mistakes. We recognise the importance of listening and responding to constructive criticism when this happens and that's why we have a formal complaints process.
If you would like to make an official complaint, please submit a ticket on our Helpdesk and this will be escalated internally to the appropriate team member.
On submitting your complaint, it may take up to 14 days for us to complete a full investigation and get back to you. We will keep you updated throughout the process.
Stage 1 - Submit New Ticket
Submit a new ticket on our Helpdesk. We will confirm receipt promptly and request any additional information if it is needed.
Stage 2 - Investigation
Our customer care team will lead an investigation, interviewing any relevant parties and collecting any associated records (e.g. booking information, communications, etc.).
Stage 3 - Evaluation
We will consider your complaint in full along with any context provided by our investigation. Any suggested improvements to our service are passed to the appropriate team members so that we can learn from where we may have gone wrong. Our aim at this stage is to empathise with your situation and consider the impact of any mistakes we may have made.
Stage 4 - Resolution
We will respond to your complaint by email, detailing the results of our investigation and what we intend to do differently moving forward.