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:
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: www.highfieldabc.com.Alternatively 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 Training.firstname.lastname@example.org