Complaints Policy

We want to know when something has gone wrong so we can put it right. This policy applies to complaints from learners, prospective learners, employers and members of the public about any aspect of our service. Complaints about assessment decisions are handled under the Appeals Policy.

1. How to complain

  1. Raise the issue with the tutor or the office on the day. Most problems are resolved immediately.
  2. If not resolved, email info@tridenttrainingcentre.co.uk with “Complaint” in the subject line, or write to us at the centre address, within 10 working days of the issue. Include what happened, when, who was involved, what you have already done and what outcome you want.
  3. We acknowledge formal complaints within 3 working days.
  4. Investigation and response. The Director, or a manager not involved in the matter, investigates and responds in writing within 15 working days. If more time is needed we will tell you why and when to expect a response.
  5. If you are not satisfied, ask for a review within 10 working days of our response. The review is carried out by a director not previously involved and a final response is given within 15 working days.

2. Escalation outside the centre

  • If your complaint concerns the delivery or assessment of a Highfield qualification and you have exhausted our process, you may complain to Highfield Qualifications (highfieldqualifications.com). Highfield will normally expect our process to have been completed first.
  • Highfield is regulated by Ofqual. Complaints about the SIA licensing process go to the SIA, not to us.

3. Our commitments

  • Complaints are handled confidentially and without prejudice to the learner’s assessment or future bookings.
  • We keep a complaints log, review it at least annually and use it to improve our courses. Highfield may inspect the log.
  • Anonymous complaints are recorded and considered but we may be unable to investigate or respond fully.