Complaints Procedure

Definition of formal complaint.

A formal complaint is an expression of dissatisfaction concerning products or service, when the complainant has drawn his or her concern to the attention of one of TTS Training Services Ltd employes or associates and is not satisfied with the response.

TTS Training Services takes all complaints extremely seriously and staff are committed to rectifying any problem as soon as it is brought to their attention.

How to make a formal complaint

You have the choice as to whether you wish to have your formal complaint dealt with by telephone, letter or e-mail.

If you prefer to have your complaint dealt with in writing. Send details of the complaint to info@tts-uk.co.uk. You can also
provide course feedback online at www.pattrainingnow.co.uk/course-feedback-form. You should include as much information as possible, including: the nature of the problem, the date the problem occurred and details of who you have spoken to about he problem.

You should also tell us what you think we should do to resolve your complaint.

Please remember to provide full details of the address where you would like the response to be sent. Receipt of the complaint will be acknowledged within 72 hours.

We undertake to treat the complaint confidentially and to investigate it impartially and thoroughly. A written report will be sent within
14 working days, although every effort will be made to respond in 7 working days.

Details of the investigation and our proposed remedial action will be included within the response. Details of all complaints will be kept on the complaint file and used to assist staff training .

If you are unsatisfied with TTS Training Services Ltd response to your complaint, you can progress this complaint to the relevant
awarding body and further progress to the qualification regulator if unsatisfied with the awarding bodies response also.

For HABC accredited qualifications, if you have received an unsatisfactory response to a complaint and would like to raise with
Highfield Awarding Body for Compliance (HABC), they can be contacted by email at info@highfieldabc.com or by telephone at
0845 260350. Alternatively, by mail:

HABC Limited,
Highfield House,
Sidings Court,
Lakeside,
Doncaster,
DN4 5NL

Qualification Regulator

Should the Centre (TTS Training Services Ltd) and the Awarding Organisation (HABC) be unable to resolve the complaint, you may
raise a complaint with the relevant Qualification Regulators, for example Ofqual and the SQA.

Ofqual can be contacted on 030 303 345 and htp:/www.ofqual.gov.uk/complaints-and-apeals/
SQA can be contacted on 0345 279 100. For more information visit: htp:/www.sqa.org.uk/