Commercial Course Complaints Procedure

How to raise concerns about our commercially delivered training

Our Commitment

VQ Solutions is committed to delivering high-quality commercial training and we take all feedback seriously. If you are dissatisfied with any aspect of a commercially delivered course — including course content, delivery, administration, or the conduct of our staff — we want to hear from you.

We aim to resolve complaints promptly, fairly, and confidentially. This procedure applies to individuals and organisations who have purchased or participated in any of our commercially delivered training programmes.

Before You Raise a Formal Complaint

Many concerns can be resolved quickly through informal discussion. If you have a concern during or immediately after a course, we encourage you to raise it directly with your trainer or course coordinator in the first instance. This allows us to address issues as close to the source as possible and often leads to a faster resolution.

If your concern cannot be resolved informally, or you do not feel comfortable raising it in that way, you may submit a formal complaint as set out below.

How to Submit a Formal Complaint

Formal complaints must be submitted in writing using the contact form on our website. Please include the following information:

  • Your name and contact details
  • The name of the course or programme concerned
  • The date(s) on which the issue occurred
  • A clear description of your complaint and the outcome you are seeking

Complaints submitted without sufficient detail may be difficult to investigate. We will contact you if we need further information before we can proceed.

Our Timescales

We aim to acknowledge all formal complaints within five (5) working days of receipt. We will then investigate your complaint and provide a final written response within eight (8) weeks. Where resolution is delayed beyond this, we will keep you informed of progress and provide a revised timescale.

Anonymous complaints will be recorded but cannot ordinarily be investigated, as we are unable to seek clarification or provide a personal response.

What Happens During the Investigation

Once your complaint has been acknowledged, a member of the VQ Solutions management team will investigate the matter. This may involve reviewing course materials, speaking with the relevant trainer or administrator, and examining any relevant records.

We will keep a written record of all complaints received and the outcomes of each investigation. This helps us identify patterns and drive continuous improvement across our commercial training portfolio.

Our Response

Our final written response will set out the findings of the investigation, any action we have taken or intend to take, and any appropriate remedy offered. Where we have identified a failing on our part, we will explain what steps we are taking to prevent a recurrence.

If you are dissatisfied with our response, please let us know and we will review the matter at director level. VQ Solutions Ltd does not currently fall under a statutory external dispute resolution scheme for commercial training purchases; however, we are committed to reaching a fair outcome in all cases.

Scope

This procedure applies to complaints relating to:

  • The quality or content of a commercially delivered course
  • The conduct or professionalism of our trainers or staff
  • Administrative or logistical matters connected to a course booking

This procedure does not cover:

  • Disputes about charges or refunds, which are governed by our Terms & Conditions
  • Requests for new training services or course topics