Complaints procedure

Just 3 steps to resolving issues

We have a three step procedure for dealing with complaints to ensure you know who is dealing with it and the steps we are taking.

Step 1 - Problem solving

Please contact our Customer Care team to discuss the issues you are having. They will note your concerns and will try to resolve them for you immediately.

Step 2 - Putting it in writing

If we are unable to reach agreement during Step 1, we will summarise the situation so far and, if appropriate, request further information from you. You should receive a suggested resolution within 10 working days

If you are unhappy with our suggested resolution at this stage, you can ask us to investigate independently.

Step 3 - Independent investigation

A senior member of our staff who is not responsible for the service you are complaining about will investigate the matter independently and respond within 20 working days.

If you are not satisfied with the reply you get at this stage you can contact the Institute of IT Training (IITT) who may investigate your case further.