Complaints Procedure

1. What this covers

Use this procedure for the quality of the service: teaching, facilities, customer service, how you were treated, administration, or how your personal information was handled.

If you want to challenge an assessment decision or a result, that is an appeal, not a complaint, and it has its own route and deadline — see our appeals policy. If you want money back, see our cancellations and refunds policy.

2. Talk to us first

Most problems are quickest to fix at the time. Speak to your tutor, assessor, or the member of staff running the day. If that does not resolve it, or you would rather not raise it with them, go straight to stage 3.

3. Making a formal complaint

Email hello@siteticket.co.uk with “Complaint” in the subject line. Tell us:

• your name and, if you have one, your candidate or booking reference;
• what happened, and when;
• who was involved, if you know;
• what you would like us to do about it.

You can ask someone to complain on your behalf. We will need your written confirmation before we discuss your details with them.

4. What we will do

• We will acknowledge your complaint within 5 working days.
• We will investigate and give you a full written response within 20 working days of that acknowledgement.
• If we need longer — because people we need to speak to are unavailable, for example — we will tell you why and give you a new date. We will not simply go quiet.
• The response will explain what we found, what we are doing about it, and how to take it further.

5. If you are not satisfied

Reply within 20 working days saying why, and a senior person who was not involved in the original investigation will review it. They will respond within 10 working days. That is our final response.

6. Taking it beyond the centre

If you are still not satisfied after our final response, you can take the matter to GQA Qualifications, the awarding organisation for the qualifications we deliver. GQA sets its own deadline and process for this, so rather than quote a figure that may be out of date, we will include GQA’s current complaints policy and contact details with our final response. You can also ask us for them at any point.

Beyond the awarding organisation, you can raise the matter with the qualification regulator — Ofqual in England, or the equivalent body in Wales, Scotland or Northern Ireland. Regulators do not overturn individual results; they consider whether the awarding organisation followed its own procedures properly.

A complaint about how we handled your personal data can also go to the Information Commissioner’s Office. Our privacy policy explains that route.

7. Our records

We log every formal complaint, what we found and what we changed as a result, and we review that log so the same problem does not keep recurring. Complaint records are also made available to GQA and to the regulator on request, as our centre approval requires.

8. Who we are

This procedure is operated by SiteTicket Ltd, trading as SiteTicket.