Our Complaints Policy

1. Scope

This policy applies to the 18​th​ Edition Courses provided by learninglounge.com, classroom based training provided by LearningLounge.com and 18​th​ Edition Exam Delivery.

2. Definition

We aim to give you an excellent experience when dealing with us, so we welcome your comments, suggestions, compliments and feedback about the service you have experienced when contacting us or when using any of our products or services.

2.1.   A complaint is an expression of dissatisfaction from you about our products, services or the complaints handling process itself, where it’s clear that you expect us to identify the cause of the problem and to take some kind of remedial action.

• Making a complaint is as easy possible.
• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response.
• We deal with it promptly, politely and, when appropriate, confidentially
• We respond in the right way, for example by giving you an explanation or an apology where we have got things wrong, and respond in the most appropriate way;

2.2.   It is not possible to provide a definitive list of examples of complaints, but the following are examples of situations that would constitute a complaint:

• Incorrect invoicing
• Certificate spelling errors
• Lack of response to queries
• Unable to unsubscribe to emails
• Incorrect products received
• Delay with receipt of certificates
• Non-compliance with stated process e.g. not adhering to published timescales or processes

3. Process

3.1.   A formal complaints should be made when informal communication to solve your concern has reached an impasse. At this stage a formal complaint should be sent in writing or by email, outlining the events as seen by your (the complainant), where you believe failure has occurredwith either service or procedure and what you would like to happen to settle the complaint equitably. Please ensure that you provide your name and address and email address used for any LearningLounge.com account.

The Directors, Una Volta Ltd, Unit L4 Temple Court, Knights Park Industrial Estate, Strood, Kent ME2 2LS

Contact Us

3.1.   We will confirm receipt of your complaint and a Director, who has no prior involvement with you, will be appointed to investigate and respond to your complaint with 14 days.

4. Outcome and Action

Once we have completed our investigation, we will explain what went wrong and why, apologise when it is appropriate and take action to remedy the situation as soon as possible.

If you are not satisfied with the outcome of your complaint, you can contact the appropriate regulator providing evidence that you have instigated our complaints procedure in the first instance.

• In England, The Office of Qualifications and Examinations Regulation (Ofqual) public.enquiries@ofqual.gov.uk
• In Northern Ireland, Council for the Curriculum, Examination & Assessment (CCEA) jmcgovern@ccea.org.uk
• In Wales, Qualifications Wales/Gymwysterau Cymru enquiries@qualificationswales.org
• In Scotland, Scottish Qualifications Authority (SQA) accreditation@sqa.org.uk

5. Confidentiality

Except in exceptional circumstances, we will keep your complaint confidential but in some cases the circumstances giving rise to the complaint may make it impossible to maintain confidentiality. In these situations we will discuss this with you.

6. Continuous Improvement

All complaints are reported and reviewed internally. They are also reviewed by the board of directors at their quarterly meeting

We aim to improve our business processes and our response to customers in the light of learning from the feedback we receive.

This policy shall be the subject of a three year review cycle or as necessary.

Policy Agreed by the Board of Directors 15/10/18

Next review to commence in 2021