1. Raising a complaint
Email support@abfiel.com with the word "Complaint" in the subject line, or write to us at Suite 507, 4 Blenheim Court, Peterborough PE1 2DU. Please include your name, organisation, what happened, when, and the outcome you are seeking.
2. What happens next
- Within 3 working days — we acknowledge your complaint in writing and name the person handling it.
- Within 15 working days — we complete our investigation and send a written response with findings and any remedy. If it is complex, we tell you why and give a revised date.
- Escalation — if you are not satisfied, ask for a director review within 20 working days of our response. A director not previously involved will review the case and respond within 15 working days.
3. Training-specific complaints
Concerns about a trainer, course content, assessment decisions or certification are handled under the same timescales. Assessment appeals are reviewed by an internal quality assurer who did not make the original decision.
4. External referral
- Data protection concerns — the Information Commissioner's Office, ico.org.uk.
- Concerns about a regulated care service — the Care Quality Commission, cqc.org.uk.
- Safeguarding concerns about an adult or child at risk — contact the relevant local authority safeguarding team, or the police on 999 in an emergency.
5. Our commitment
Complaints are logged, reviewed by the leadership team quarterly and used to improve our service. You will never be disadvantaged for raising one. See also our conditions of service.