Complaints, appeals and data requests

What you can raise

• Complaints about a training session, a trainer's conduct, how a decision was made, or the site itself.
• Appeals against an assessment result, a declined booking or training request, or a revoked qualification.
• Data requests: a copy of your data, a correction, or removing your personal details.

How we handle it

• 1. Talk to usMany problems are quickest to sort out by speaking to the trainer or a training manager. If that doesn't work, or you'd rather not, go to stage 2.
• 2. Make a complaint or appealUse the form. We'll acknowledge it within 2 days and give you a full reply within 14 days (one month for data requests). Someone who wasn't involved will look into it.
• 3. Ask for a reviewIf you're not happy with our reply, say so on your complaint within 14 days. A senior member of the training team or community management will review it, and their decision is final.

Our promises

• Your complaint is handled by someone who wasn't involved. Nobody handles a complaint about themselves.
• Making a complaint won't affect your training, bookings or how you're treated.
• We only share what you tell us with the people who need it to look into it.
• We'll explain our decision and what we're doing about it.

Appeals against results

Appeal within 14 days of the result. Say what you think went wrong, for example the standard wasn't applied fairly or something affected your assessment. An appeal can lead to the result being confirmed, a reassessment, or the result being changed.