Complaints procedure
Last updated: August 2026
If something has gone wrong, we want to know.
Raising a complaint will never count against you. It will not affect your assessment, your result, or how you are treated on a course.
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: see our appeals policy. If you want money back, see cancellations and refunds. A safeguarding concern goes to safeguarding. A concern about integrity that you cannot raise with the people involved is whistleblowing.
2. Talk to us first
Most problems are quickest to fix at the time. Speak to your assessor, or message support first. If that does not resolve it, or you would rather not raise it with them, go straight to the formal complaint.
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.
- The complaint resolution team will give you a full written response within 10 working days of your complaint.
- If we need longer we will tell you why and give you a new date.
5. If you are not satisfied
Reply within 10 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. We will send you GQA’s current complaints policy, with their own timescales, alongside our final response.
Beyond the awarding organisation, you can raise the matter with Ofqual in England, or the equivalent regulator. A complaint about personal data can also go to the ICO: see our privacy policy.
Who we are
This policy belongs to SiteTicket Ltd, trading as SiteTicket, of Zeus House, 16-30 Provost Street, London N1 7NG. Our customer policies and notices are listed at Customer information.