Skills Pad is committed to providing high-quality training. If something goes wrong, we want to know so that we can put it right and improve. This procedure explains how to raise a concern and what happens next.
Who this applies to
Anyone who uses our services may use this procedure, including learners, prospective learners, employers who commission training, and members of the public.
Stage 1 – Informal resolution
Many issues can be settled quickly. Please speak to your tutor or a member of the training team on the day, or telephone us on 01582 958844. We aim to resolve informal concerns within two working days.
Stage 2 – Formal complaint
If the matter is not resolved informally, please submit a formal complaint in writing to info@skillspad.co.uk, or by post to Skills Pad, 33 Park Street West, Luton, Bedfordshire, LU1 3BE.
Please include your name and contact details, the course or service concerned, the date of the event, what happened, and the outcome you are seeking.
We will acknowledge your complaint within five working days and give you a full written response within twenty working days. If we need longer, we will tell you why and give you a revised date.
Stage 3 – Review
If you are not satisfied with the outcome, you may ask for the decision to be reviewed by a senior manager who has not previously been involved. Please request this within twenty working days of our response. The review decision is our final response.
Taking a complaint further
If your complaint concerns a regulated qualification and you remain dissatisfied after our final response, you may refer the matter to our awarding organisation, Highfield Qualifications. Highfield may in turn direct certain matters to the qualification regulator, Ofqual.
Complaints about the Security Industry Authority licence application process itself are handled by the SIA, not by Skills Pad. Skills Pad is a training provider and is not the Security Industry Authority.
Appeals against assessment decisions
If you wish to challenge the result of an assessment rather than the service you received, this is an appeal rather than a complaint. Please contact us within twenty working days of receiving your result and we will explain the appeals process operated by the awarding organisation.
How we handle your information
Complaints are recorded and handled in line with our Privacy Policy. We keep complaint records to help us monitor and improve our provision. Raising a complaint will not disadvantage you.
Contact
Skills Pad, a trading name of Training Code Ltd (company number 12924476)
33 Park Street West, Luton, Bedfordshire, LU1 3BE
Telephone 01582 958844
Email info@skillspad.co.uk