Legal
Complaints policy
Last updated July 2026
We take complaints seriously and use them to improve. This policy explains how to raise a concern with us and what to expect at each stage.
How to raise a complaint
Please contact us by email in the first instance and describe the issue as clearly as you can, including any dates, course details and how you'd like us to put things right.
Stage 1 — Informal resolution
We aim to acknowledge your complaint within 3 working days and resolve informal complaints within 10 working days.
Stage 2 — Formal review
If you're not satisfied with the informal response, we'll carry out a formal review led by a senior colleague and respond within 20 working days.
Stage 3 — Awarding body escalation
If your complaint relates to a NEBOSH assessment and we haven't been able to resolve it, you can escalate directly to NEBOSH under their published complaints and appeals procedure.
Confidentiality and fairness
We handle all complaints in confidence and without any disadvantage to the learner.