Complaints Policy & Procedure

Introduction

Elite Training & Consultancy values feedback, including complaints, as this helps to inform quality improvements.

Elite Training & Consultancy has developed the following procedure to ensure that Candidates are provided with a complaints/grievance process on matters not directly involving assessment decisions.

The procedure can be invoked at any stage and should be used for complaints about any aspect of Elite’s services. However, complaints about assessment decisions may be subject to the processes and procedures of the relevant examining body.
 

Complaints Procedure

We have a two-stage complaints procedure. We will always try to deal with a candidate’s complaint quickly. If it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.
 

Stage 1: Informal Complaint

If able to raise the matter informally, candidates should speak to their Account Manager who will try to resolve the matter within 5 working days of an issue being raised.
 

Stage 2: Formal Complaint

Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.
 

Formal complaints should be made in writing to your Account Manager who will then acknowledge receipt of a candidate’s complaint within 3 working days.

Contact details for the centre are:

By Post: Elite Training and Consultancy, 1 Blythswood Square, Glasgow G2 4AD
By Email: admin@elitetc.co.uk
 

Appeals

In the unlikely event that you are unhappy with the way in which we have managed your complaint, you can appeal the outcome.

You appeal the outcome with Elite by contacting the Director with the details of your case:

Stephen Docherty
Managing Director
sdocherty@elitetc.co.uk

Enquiries/ appeals regarding exam results must be submitted to the relevant examining body.
 

Our registered office and postal address is Elite Training and Consultancy, 1 Blythswood Square, Glasgow G2 4AD

Elite is registered in Scotland No.SC303680.