Branch Training is a progressive training organisation providing mandatory training to a 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 complaints are raised directly with Branch Training.

Our complaints policy is a four-stage process, each process is detailed below, 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 trainer/assessor conducting the course, who will deal with the complaint at the time that it is raised.
  • If the complaint is not about a course but about another aspect of our business, then the complaint should be raised with the staff member the customer is in communication with.


Stage two:

  • Complaint should be referred to Branch Training head office where there is a named contact who deal with complaints, they can be contacted, in writing by using the following details:
  • 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:

  • If neither of the first two stages can resolved a complaint, then the complaint should be referred to the Awarding Organisation/Body if applicable, who will carry out an investigation into the complaint and will contact the complainant with the results of their investigation. Awarding Organisations we use include: TQUK (via Protrainings) and QNUK. Awarding Bodies include: FAIB & Protrainings


Stage four:

  • Stage four is the final stage of the complaint, if the complaint has not been resolved, you can take your complaint to Ofqual, CCEA regulation or QiW using their complaints procedure. This stage only applies to regulated qualifications. You can make them aware of your complaint by letter, phone or email. This step is relevant for QNUK and TQUK qualifications (or any other regulated organisation). 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
  • The name of the awarding organisation or exam board
  • The qualification or unit title and code number
  • Copies of any relevant supporting documents.


Regulators 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 complaints and compliments made about our business, 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 complaints and certainly aim to resolve any complaints within our company.



This policy was approved by: Sonja Blackburn 04th February 2021

Review Due: February 2023