1.1 Percipio Training Ltd is committed to maintaining the highest levels of service and training standards for all candidates. Unfortunately, there may still be occasions when candidates are unhappy with their training experience and wish to make a complaint. In these circumstances Percipio Training will strive to provide a fair and prompt resolution to any problem reported.
2.1 A complaint is considered distinct from reports of malpractice, whistleblowing, appeals and employment disputes. The definitions of these are given below. If required, further advice can be provided by contacting Percipio Training Ltd
Complaint: Any concern expressed by a candidate or customer/client, relating to a personal grievance over services or training received or expected from Percipio Training Ltd and its employees.
Whistleblowing: A disclosure by an individual concerning an act of malpractice or the covering up of malpractice. Whistleblowers are usually employees and may report their concerns direct to Percipio Training Ltd or to the Awarding Organisation (Highfield, IOSH and RSPH).
Malpractice: Any deliberate activity, neglect, default or other practice that compromises, or could compromise the assessment process, the integrity of a regulated qualification or the validity of a result or certificate. Malpractice can be reported by any individual to Percipio Training Ltd or to the Awarding Organisation (Highfield, IOSH and RSPH).
Appeal: Any concern or objection that relates to an assessment result or other decision.
Dispute: Any concern that relates to a worker’s employment position or contract.
3 How to complain
3.1 Complaints must be made in writing and sent to Mr. Peter Rose by email at firstname.lastname@example.org. Complaints that are not made in writing or emailed may not be dealt with and are not subject to the procedures produced here.
3.2 The complainant should provide their name, contact details, confirmation of their training course and full details of their concerns.
4 What we will do
4.1 Percipio Training Ltd will assume responsibility for handing the complaint and create a record. A written or emailed response will be provided within 24 hours to acknowledge and confirm that the complaint has been received.
4.2 The complaint will be reviewed. All associated individuals and remedial actions will be identified. The complainant may be contacted at this point for further information.
5 Our response
5.1 Percipio Training Ltd will aim to provide a full response to the complainant along with confirmation of any corrective actions deemed necessary within 24 hours. If a resolution is not possible within this timeframe, an update will be provided with an estimated completion date.
5.2 Though the response to the complaint will provide all possible, relevant information, specific details, such as those relating to disciplinary actions, may be withheld.
6.1 Once a resolution and final report has been provided to the complainant, the complainant has the option to appeal any decision made if dissatisfied with the outcome. The complainant must make their appeal within 5 working days providing full details of their concerns and basis for appeal. This information must be sent by email to Mr Peter Rose at email@example.com.
6.2 Percipio Training Ltd will provide a written or emailed response to the appeal within 24 hours If the appeal has not been successful, no further appeals will be considered.
6.3 If the complainant remains dissatisfied after making an appeal – or at any time within the process of making a complaint – the complainant may refer their concerns to the Awarding Organisation, who will consider if there are grounds to investigate and will respond accordingly:
Shaw Wood Business Park
Shaw Wood Way
Customer Services: 0845 2260350/ firstname.lastname@example.org
Customer services: 0116 257 3100 / email@example.com
Complaints must be in writing and should be sent to:
The Director of Qualifications
Royal Society for Public Health
John Snow House
59 Mansell Street
Or send an email to: firstname.lastname@example.org