If something isn’t right, we’re here to help.
If you are not satisfied with our services or our communication regarding your training course enquiries, you have the right to make a complaint. We take any complaints seriously, as we value high standards of customer service and want to ensure that all of our customers have positive experiences.
There are four ways you can reach us:
How We Resolve Complaints
We suggest that you give us a call – the quickest way to resolve your complaint is by speaking with one of our team. Or you are welcome to send an email or letter. Either way, we will respond to your complaint within 48 hours of receiving it and provide you with an indication of the next steps of what will be done to resolve your complaint.
If the person who initially deals with your complaint is unable to solve your problem a Churchill Education Manager will take responsibility for your issue. A record of your complaint is kept so we can keep you informed of the progress and outcome.
When you lodge a complaint with Churchill Education, where possible one person from our team will be your contact person to communicate with you directly when resolving your concerns.
What if I am unable to speak with Churchill Education myself?
If you would like to nominate someone to speak to us on your behalf, we are happy to speak with this person. We will contact you to ask your permission either via phone or in writing first, to make sure you are happy for us to discuss your complaint and account details with them.
If you would like to contact us to make a complaint but require assistance to do so (for example, if English is not your native language or you have a hearing impairment), you can contact us via a language interpreter service.
Should you have more specific needs requiring assistance in making a complaint, please let us know so that we can determine how to assist you.
What we do if you want your complaint investigated further
If our Student Support team are not able to resolve your concerns we will refer your complaint to our Management team. We will provide you with a complaint reference number and within 48 hours your complaint will be allocated to a dedicated Manager. This person will also provide you with their direct contact details.
If you would like to nominate someone to speak to us on your behalf, we are happy to speak with this person. We may contact you to ask your permission either via phone or in writing first, to make sure you are happy for us to discuss your complaint with them.
What if my complaint is urgent?
We deal with the majority of complaints in the order they are received. There are certain types of complaints which are always considered urgent; usually complaints involving financial concerns and where a customer considers his/her immediate wellbeing is being compromised. These types of complaints are given priority and we will work to connect with you and take immediate steps to a resolution within 48 hours.
If you feel your complaint is urgent and requires priority for any other reason, please speak with our team who will do their utmost to assist.
How can I confirm my complaint is resolved?
We will not implement an outcome or resolution unless this has been accepted by you or your representative. While we will usually discuss your complaint with you via telephone, we are happy to confirm this via letter or email within 5 working days of the agreed resolution should you request this.
We aim to resolve all customer complaints as quickly as possible. If we cannot speak with you directly we will send you a letter acknowledging your complaint, providing our direct contact details so you can call us back at your convenience.
What do we expect from you?
To ensure your complaint is resolved effectively, we may need to contact you to find out more information and to discuss your concerns. Therefore we may ask you for contact details to enable this, and to be available to discuss this at a time you agree to.
Should your matter be complex, or require extra time to resolve, we will discuss this with you and provide you with the reasons why this is the case.
What if I am still dissatisfied?
If you are not satisfied with our review of your complaint, or with the way in which we have handled the complaint, you can contact the National Training Complaints Hotline at 13 38 73.
We appreciate you taking the time to give us feedback.