Branch Training is a progressive training organisation providing mandatory training to a wide range of organisations. We provide a range of First Aid, health and safety, manual handling, and other qualifications through directly via Branch Training and Awarding Organisations/Bodies such as Qualifications Network (QNUK), FAIB, Protrainings/TQUK.


At Branch Training we are committed to providing high quality training and qualifications, and to ensuring that equality of opportunity underpins all aspects of our work. 

This policy relates to complaints that our customers, students and suppliers may have about our organisation and sets out our formal procedure for dealing with such complaints.

It is important that all appeals are raised directly with Branch Training.

Our appeals policy is a four-stage process, each process is detailed below, although most complaints will be resolved to a satisfactory standard at stage one.

If the complaint is not resolved at stage one then it should be escalated to stage two and if not resolved again it should be escalated to stage three, finally if not resolved at the third stage the final stage should be used.


Stage one:

  • Complaint is raised directly with the assessor conducting the assessment, who will deal with the concern/complaint at the time that it is raised.
  • The usual course of action would be for the candidate to repeat the assessment.


Stage two:

  • If the candidate is still not happy with the outcome of the second assessment, they should raise this as soon as possible with the course tutor or centre manger, details of the centre manager are provided here:
  • Sonja Blackburn, Branch Training, The Chalet at Keith Acres, Verwood Road, Three Legged Cross, Dorset, BH21 6RR, 07875 042529, info@branchtraining.co.uk, www.branchtraining.co.uk 
  • We will aim to resolve all complaints within 10 working days in writing.


Stage three:

  • Only if the candidate is still not happy with the outcome from the training centre can they refer their appeal to Qualifications Network, who will carry out an investigation into the complaint and will contact the complainant with the results of their investigation.
  • Qualifications Network can be contacted by phoning 020 3795 0559.


Stage four:

  • Stage four is the final stage of the appeal, if your appeal has not been resolved, you can take your appeal to Ofqual, CCEA regulation or QiW using their appeals procedure, however, you must have exhausted all options above. This stage only applies to regulated qualifications. 
  • You can make them aware of your complaint by letter, phone or email. Details of how to contact these organisations are as follows: 


Office of Qualifications and Examinations Regulation
Earlsdon Park, 

53-55 Butts Road, 




Telephone: 0300 303 3346
(Lines are open Monday to Friday, 9.00am to 5.00pm)

Textphone: 0300 303 3345 

Fax: 0300 303 3348 

Email: info@ofqual.gov.uk


Qualifications Wales 

Q2 Building 

Pencarn Lane 

Imperial Park 



NP10 8AR


Email:  contact@qualificationswales.org 


Policy: http://qualificationswales.org/media/1444/281015-reg-complaints-awarding-bodies.pdf


CCEA Regulation

Marisa Getgood (Complaints Co-ordinator)
29 Clarendon Road
Clarendon Dock
Belfast BT1 3BG

Email: mgetgood@ccea.org.uk
Telephone: +44 (0)2890 261407
Fax: +44 (0)2890 261234
Text Phone: (0)2890 242063


You need to provide regulators with the following information: 

  • What the complaint is about
  • Your full name and candidate number (if you have one)
  • The training provider’s name and number as above
  • The name of the awarding organisation or exam board
  • The qualification or unit title and code number
  • Copies of any relevant supporting documents.


Ofqual promise to:

  • acknowledge receipt of your complaint within two working days of receiving it
  • give you a full response within 30 working days. 


Branch Training will keep a written record of all appeals made and the outcomes, this will be made available to any inspectors or other organisations that conduct Quality Assurance based audits.

Our primary is to provide high quality customer focused training and qualifications; therefore, we aim to have very few appeals to our decisions and certainly aim to resolve any appeals within our company.





This policy was approved by: Sonja Blackburn 5th February 2021

Review Due February 2023