Complaints Procedure

Mainstream Training Ltd take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention.

It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer.Therefore we ask that if you are dissatisfied with the service you have received that you bring this to our attention as soon as possible by speaking to your course Tutor/Assessor the first instance.

Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to the Tutor/Assessor then please contact the IQA via one of the following options:

Call: 01795 418100


Write to:IQA, Mainstream Training Ltd, Mainstream House, Bonham Drive, Eurolink Industrial Estate, Sittingbourne, Kent, ME10 3RY

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

  • A full description of your complaint (including the subject matter and dates and times if known);
  • Any names of the people you have dealt with so far; and
  • Copies of any papers or letters to do with the complaint.

Mainstream Training ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully.The IQA will investigate your complaint and respond to you within 28 working days.

Appealing after an initial complaint has been raised

In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to our Operations Director Vocational Training.Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far.The Operations Director Vocational Training will investigate in full and respond to you within 15 working days

The Operations Director Vocational Training can be contacted on:

Call:01795 418100

Write to: The Operations Director Vocational Training, Mainstream Training Ltd, Mainstream House, Bonham Drive, Eurolink Industrial Estate, Sittingbourne, Kent, ME10 3RY

This will be the final route of escalation within our company.Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification then please contact the Awarding Organisation directly.The Awarding Organisation is Highfield Awarding Body for Compliance (HABC) and their complaint policy can be located on their website: please speak to the HABC team on 0845 2260350.

Should you address your complaint to HABC and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator.Either a representative of Mainstream Training Ltd or HABC will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

If you have any queries about the contents of this policy, please contact the Training Team directly on 01795 418100 or email


What our customers say

Recently undertaken CPC training with Mainstream. I have got to say that the staff were absolutely superb ensuring that the whole experience was not only delivered in a way which was engaging and informative but actually very enjoyable too. Thank you very much to the trainers. There is some subject matter which can in my opinion be very difficult to make exciting but Mainstream delivered on all levels.

I did a forklift, warehouse and storage course at Mainstream Group, I loved it! All the instructors were very supportive throughout the course and I gained a very useful Level 2 NVQ award in Forklift trucks operations. Would recommend to anybody looking for training.

I had the most amazing 3 weeks with Mainstream. First two weeks I learnt so much with NVQs in health and safety and warehousing/picking goods, then the third week I was learning to drive a 18tonne truck, by that Friday I had passed with 2 minors.