Complaints Procedure

A complaint is an expression of dissatisfaction concerning a Puzzled Education product or service.  Puzzled Education 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 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 IQA via one of the following options:

Call: 01709 828006

E-mail: enquiries@puzzledtraining.co.uk

Write to:
The Centre Manager
Puzzled Education Ltd
292 Badsley Moor Lane
Herringthorpe
Rotherham
S65 2QW

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

If you need help making a complaint (e.g. because of a disability or communication barrier), we will support you. Please let your tutor or a member of staff know.

• A full description of your complaint (including the subject matter and dates and times if known);

You can request a complaints form from your tutor or by emailing enquiries@puzzledtraining.co.uk.

• Any names of the people you have dealt with so far; and
• Copies of any papers or letters to do with the complaint.

Puzzled Education encourages you to tell us about your complaint as soon as possible after the event so that we have the opportunity to investigate fully.  The IQA will investigate your complaint and respond to you within 10 working days.

Appealing 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 our Managing Director. Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far.  The Managing Director will investigate in full and respond to you within 10 working days.

All complaints will be handled confidentially and in accordance with our Data Protection Policy.

The centre / office manager can be contacted on:

Call: 01709 828006 / 07340169024

E-mail: enquiries@puzzledtraining.co.uk     

This will be the final route of escalation within our company.  Therefore, if you remain unhappy after following our own internal appeals procedure then please contact the Awarding Organisation directly.  The Awarding Organisation we work with is NCFE.

Should you address your appeal to any of the above awarding bodies and remain unhappy with the outcome you may then raise your appeal to the relevant qualification regulator.  Either a representative of Puzzled Education Ltd or awarding bodies will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

If you have any queries about the contents of this policy, please contact the IQA directly on 01709 828006 email:  enquiries@puzzledtraining.co.uk

Signed: Z Croot
Managing Director
Date: June 2025
Review Date: June 2026

Issue	Date	Author	Role	Revision Notes
V1	January 2024	Anne-Louise Everton	Operations / Centre Manager	New Policy Publication