Complaints procedure

We hope you never have to complain about our courses or the service we provide you.

But we’re only human, and mistakes sometimes happen. If something goes wrong, we promise to do all we can to put it right.

We follow this procedure:

• If a student has a complaint about any aspect of the course, they email us in the first instance.
• We acknowledge the complaint the same working day and deal with it immediately if possible.
• If necessary, we investigate the complaint further. We email the student telling them about the investigation, and promise a full or partial response within 3 working days.
• We email the student about the results of our investigation and what has been done / can be done to resolve the complaint.
• If the student is dissatisfied, we ask them to allow our independent Ombudsman to investigate and make recommendations. We promise to abide by his findings.
• If the student rejects this offer, we invite them to inform our accrediting body, the Open and Distance Learning Quality Council (ODLQC), and we promise to abide by their findings.
• If the student rejects the Ombudsman’s recommendations, we invite them to inform the ODLQC, and we promise to abide by their findings.

Since our courses were launched in January 2003, we have never had a complaint that has gone beyond Stage 2. We aim to keep it that way!