Complaints Process
Complaints Process
This process is available to candidates who which to complain about any aspect of a FITS related course other than their examination results which are dealt with via the appeals process.
Post-Course feedback
Any issues that the Quality Manager identifies arising from the post-course feedback form will result initially in the Quality Manager communicating directly with the candidate within 1 week of the course to seek further clarification on their comments before escalating the process.
Candidate Direct Complaint
Should the candidate have a complaint regarding the course, they will be immediately directed to the Quality Manager in order to first document the complaint.
Complaints/Grievance process
- The Quality Manager will make an initial assessment of the complaint which will result in one of the following two outcomes:
- The candidate will be informed that no further action is required
- The candidate will be offered the opportunity to re-sit the course and e-assessment
- Should the candidate object to the proposed outcome, they will be invited to enter their complaint in writing to the company
- Upon receiving this complaint in writing within 1 week the organisation will hold a formal meeting between the Quality Manager and senior management which may result in one of the following actions:
- The candidate will be informed that no further action is required
- The candidate will be offered the opportunity to re-sit the course and e-assessment
- The candidate will be offered a full refund
30th of November, 2009.
