Complaints Procedure

A complaint is an expression of dissatisfaction concerning CN Security Ltd.’s product or service. CN
Security Ltd takes all complaints extremely seriously, and all staff are trained and committed to rectifying any problem as soon as it is brought to their attention. It is recognised that a customer who has a complaint dealt with to their complete satisfaction, is likely to become a repeat customer.

Therefore, we ask that if you are dissatisfied with the service you have received, that you bring this to
our attention as soon as possible by speaking to your course tutor in the first instance. Should this fail
to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint
to the tutor, then please contact the Training and Standards Manager Andy Grief, via one of the
following options:

Call: 01733 891286

E-mail: info@cnsecurity.co.uk

Write to:
CN Security Ltd,
95 Fengate,
The Nurseries,
Peterborough
PE1 5BA.

When you contact us, please give us your full name, contact details, and include a daytime telephone
number along with:

• A full description of your complaint (including the subject matter and dates and times if known);
• Any names of the people you have dealt with so far; and
• Copies of any papers or letters to do with the complaint.

CN Security Ltd ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully.

The Training and Standards Manager will investigate your complaint, and respond to you within Ten (10) working days after the event so that we have the opportunity to investigate fully. This will be the final route of escalation within our company. Therefore, if you wish to appeal after an initial complaint has been raised in the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to the Awarding Organisation directly.

The Awarding Organisation is Qualifications Network, and their contact details are as follows:

Qualifications Network
First Floor Offices
86 A Lancaster Road
Enfield
Middlesex,
EN2 0BX
Email: centres@qnuk.org
Tel: 020 3795 0559

Should you address your appeal to Qualifications Network, and remain unhappy with the outcome, you may then raise your appeal to the relevant qualification regulator. Either a representative of CN Security Ltd, or Qualifications Network, will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

Policy reviewed: 01/04/2023

Next review due: 31/03/2024

Responsible Officer: Andy Grief