We welcome your feedback, which helps us to improve the products and services we provide. We know that sometimes we could do better and appreciate all feedback from our services to strive for continuous improvement. We are here to support our customer, learners, stakeholders, and apprentices, to ensure that interaction with us as a business is a positive experience. If you need to ask a question or raise a concern, feedback constructive suggestions for improvements or raise a formal complaint, please use the information below to assist you and we will make every effort to ensure it is dealt with appropriately and as timely as possible.
CNet Training is committed to providing a quality service for its customers and working in an open and accountable way that builds the trust and respect, you are welcome to talk to us or email us informally.
Our contact details can be found on the “Contact Us” part of the CNet Training Website, or use this email address: info@cnet-training.com.
On receipt of your communication we will ensure the following:
- any communication is dealt with promptly, politely and, when appropriate, confidentially
- we will respond timely with acknowledgement of receipt and maintain communication to resolution
Many concerns will be raised informally and dealt with quickly. CNet Training aims to:
- resolve informal concerns quicklyf
- keep matters low-key
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, escalation can be taken more formally.
Formal Complaints Procedure
CNet Training will ensure that on receipt of a formal complaint to do following:
- acknowledgement of the formal complaint in writing
- deal reasonably and sensitively with the complaint
- act where appropriate
Stage 1
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter, you should set out the details of your complaint, the consequences for you thus, and the remedy you are seeking.
You can expect your complaint to be acknowledged within five working days of receipt. You should get a response and an explanation within twenty working days. If you are unsure which member of CNet Training’s staff to write to, your complaint should be sent to CNet Training’s Compliance Manager.
Our contact details can be found on the “Contact Us” part of the CNet Training Website, or use this email address: info@cnet-training.com.
Stage 2
If you are not satisfied with the initial response to the complaint, then you can appeal the initial response, and we acknowledge your request within five working days of receipt and a response within twenty workings days.
CNet Training's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated and reviewed by our complaints committee. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
If you remain dissatisfied with our final response you can ask for a formal review by our Board of Directors or the following organisations:
For complaints regarding the award of BTEC qualifications:
https://qualifications.pearson.com/en/contact-us/feedback-and-complaints.html
For complaints regarding your apprenticeship:
Complaints procedure - Education and Skills Funding Agency - GOV.UK (www.gov.uk)
Complaints procedure - Ofsted - GOV.UK (www.gov.uk)
Tel UK: +44 (0)1284 767100
Tel U.S.: +1 302-526-1977
Receive our latest news straight to your inbox
CNet Training Ltd is an Uptime Education Company. Registered office: Park Farm Business Centre, Fornham Saint Genevieve, Bury St Edmunds, Suffolk, IP28 6TS, England. Reg No. 3233910 England and Wales VAT GB 676 7804 83
© CNet Training 2024