Our standards of service

As part of our commitment to good service, we will ensure that:

• Our phone lines are open from 9 am - 5 pm Monday to Friday, except for public holidays.
• We will answer your calls promptly and courteously if we are available to do so. If there is no response on the landline, please leave a message on Anneliese's mobile phone number, and someone will return your call within three working days.
• If you wish to contact us outwith normal office hours, you can leave a message on Anneliese's mobile and someone will return your call within three working days.
• We aim to reply to correspondence within seven working days. If we need more time to prepare a response, we will contact you within this timescale to let you know when you will receive a full reply. This does not apply to circulars and commercial canvassing letters.
• We will reply to requests for information under the Freedom of Information Act within 20 working days.
• If we have an appointment with you, we will make every effort to arrive on time. If we are unavoidably delayed, we will do our best to inform you of the delay and the expected time of arrival. If we have to cancel a visit, we will inform you immediately and arrange an alternative appointment at a mutually convenient time.
• We will pay all agreed and valid invoices within 30 days of receipt.
• We will advise suppliers within 10 days of any queries with an invoice.

Comments and complaints - help us get it right

We take seriously all comments and complaints that we receive from customers. Whether it is a letter, an email or a phone call, we will try to reply as soon as possible and, at most, within seven working days. We will let you know if we need more time to reply and we will also keep you informed of progress of our investigation so that you will know when you can expect a full response. A manager will reply to your complaint.

Search for the perfect course for you or your employees with our handy course search.

Search quickly using only keywords, or use more criteria to narrow down your search.