Compliments, Comments and Complaints
We welcome and value feedback from members and other
stakeholders. Your feedback helps us to develop and improve
our services and ensure that our Customer Service Standards are
appropriate for your needs.
CILEX has a Complaints Policy. If you would like to give feedback, or make a
complaint, please refer to this document in the first instance,
which clearly outlines the steps you need to take, and who you need
to contact. Any feedback that you provide about our services
is valued, and provides us with an opportunity to learn and
You can be assured that we will respond to your feedback in a
timely manner, and any complaints you raise will be investigated
If you have a comment please tell the person you were dealing
with or contact the department to which your comment relates.
Comments are welcome and help us to recognise your needs and
requirements, and tailor our services accordingly.
If you have a compliment please tell the person you were dealing
with whose service you are recognizing. Compliments given
face to face, over the telephone or in writing are most
welcome. This type of feedback lets us know what we are doing
well, and is vital for our own development as a business.
We will try our very best to resolve your problem
informally. In the first instance, please raise your informal
complaint with the person or department you are dealing with as
soon as possible. You can do this in writing, over the
telephone or, where relevant, in person. Every effort will be
made to resolve the issue informally, and within the timeframe
agreed between you and the member of staff concerned.
The team will ask you to outline the issue and the reason for
your complaint in order to carry out a review and to resolve the
matter as quickly and fairly as possible.
All complaints will be acknowledged within five working days of receipt,
and we aim to provide a full response within 20 working days.
Where a complaint may take more time to research we will let you
Complaints about a Training Provider
If you need to raise a complaint about a Training Provider you must in the first instance submit your complaint directly to them and complete all stages of their complaints process before contacting CILEX. Details concerning Training Provider’s complete complaint’s process can usually be found on their website.
Complaints submitted to Training Providers can usually be brought to a satisfactory resolution. However, if you have received a final response from the Training Provider (having gone through all stages of their complaints process), and you are not satisfied with the outcome, CILEX will subsequently investigate your complaint in accordance with CILEX's Complaints Policy.
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