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Complaints

HSS Training is accredited by a number of different Awarding Bodies. Awarding Bodies are external organisations who provide support and closely monitor HSS Training standards. These organisations can be contacted at any time with concerns or queries.
We are committed to providing a quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our services and standards.

Please note; to enable us to conduct a thorough investigation, we cannot accept complaints received after 31 days from the last date of the course or event in question.

*If your concerns are regarding examination results please refer to the “appeals procedure” below.

How do I raise a complaint?

Firstly, please raise any issues you have with a member of the HSS Training Team. If the matter is not resolved, promptly or fully by them you may begin the formal complaints procedure.

To raise a formal complaint, please contact us via email at training@hss.com with your concerns, remembering to give as much detail as possible.

If you are not able to contact us via email, please call a member of our customer service team on 0345 766 7799 who will be able to forward your concerns to the relevant department. You may also send a letter to the address found at the bottom of this procedure.
We have eight weeks to consider your complaint, if we have not resolved it within this time you may complain to the specific Awarding Body or the Legal Ombudsman.

What will happen next?

  1. We will send you an email acknowledging receipt of your complaint within two working days, enclosing a copy of this procedure and your unique complaints reference number.
  2. We will then investigate your complaint. A member of the team will review the matter and speak to the relevant person(s) involved. You may be contacted during this time via phone or email with a request for more information.
  3. The team member will then contact you to share the findings of the investigation and inform you of the decision that has been made as a result of this. At this point we will hopefully be able to provide an outcome which resolves your complaint. We aim to do this within 14 days of sending you the acknowledgement email.

What if I’m not satisfied with the result?

  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange a review of the complaint by a senior member of staff.
  2. After the review has taken place, we will contact you to confirm our final position on your complaint and explain our reasons.
    We aim to do this within 14 days of receiving your request for a review.
  3. You can at any point contact the Awarding Body (contact details are available upon request) or the Legal Ombudsman about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response, or within six years of the act or omission about which you are complaining occurring. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk, alternatively you can write to them using the following address;

Legal Ombudsman,
PO Box 6806,
Wolverhampton
WV1 9WJ

Appeals Procedure

If you are dissatisfied with your results, you have the right to appeal and request a re-mark. We will contact the Awarding Body on your behalf to trigger the appeals procedure. There is a fee for re-marking, but this will be fully refunded if your appeal is upheld. You should be aware that the outcome of any re-marking could result in a lower mark being awarded.

Delegates have a right to appeal or if they feel they were disadvantaged because appropriate procedures were not followed during the examination. Your appeal must be made via email to training@hss.com, giving the grounds for your appeal with as much detail as possible. This must be received within 7 days of sitting the examination, so that the appeal can be considered before results are issued. Appeals made 7 days or more after results are issued cannot be considered.

Please note that while the Trainer / Invigilator will endeavour to uphold the integrity of the examination / assessment process and therefore are responsible for its proper conduct, they are also required to report any unusual circumstance on the day of the examination.

HSS Training will fully investigate any appeal submitted within the permitted timescale and consult with the relevant persons involved and the corresponding Awarding Body if necessary. You will be notified of the result within 28 days of us receiving your appeal. You can at any point contact the Awarding Body (contact details will be given on request) directly to obtain their opinion on the appeal outcome.

Address
HSS Training
Oakland House
76 Talbot Road
Old Trafford
Manchester
M16 0PQ

Email
training@hss.com

Tel
0345 766 7799