Complaints Procedure
A complaint is an expression of dissatisfaction concerning Knxia Limited’s product or service. Knxia Limited takes all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention.
It is recognized 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 with 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 a Learning and Development Specialist via one of the following options:
Call 01501 473730
Email contact@knxia.com
Write to Knxia Limited, Bathgate Business Centre, 6 Whitburn Road, Bathgate, EH48 1HH.
When you contact us, please give your full name, contact details (including a contact telephone number if possible) along with:
- a full description of your complaint (include as much detail as possible, including the subject matter, dates and times if known);
- any names of people you have dealt with so far; and
- copies of any papers, letters or other materials to do with the complaint.
Knxia Limited asks that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully. The Learning and Development Specialist will investigate your complaint and respond to you within seven days from the date your complaint is received. If we expect it to take longer than this to investigate and respond to your complaint, we will advise you of this.
Escalating Your Initial Complaint If You Remain Dissatisfied
In the unlikely event that you remain unhappy after your complaint has been investigated and a decision has been reached then you may escalate your complain to a Director. Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far. The Director will investigate in full and respond to you within fourteen days from the date your escalation is received. If the Director expects it to take longer than this to investigate and respond to your escalation, we will advise you of this.
The Director can be contacted on:
Call: 01501 473730
Email: contact@knxia.com (mark your email FAO Directors)
Write to: Knxia Limited, Bathgate Business Centre, 6 Whitburn Road, Bathgate, EH48 1HH.
This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification then please contact the Awarding Organisation directly. The Awarding Organisation is Highfield Qualifications Ltd and their complaint policy can be located on their website: www.highfieldqualifications.com. Alternatively, speak with the Highfield Qualifications team on 01302 363277.
Should you address your complaint to Highfield Qualifications and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator. Either a representative of Knxia Limited or Highfield Qualifications will be able to offer guidance on the appropriate qualification regulator in each instance and provide contact details.
The following list of Qualification Regulators are provided as additional guidance:
SCQF qualifications – SQA Accreditation
RQF qualifications:
Delivered in Wales – Qualifications Wales
Delivered in Northern Ireland – CCEA Regulation
Delivered anywhere else – OFQUAL
The following related to complaints regarding publicly funded qualifications in Scotland only:
Should you have undertake a publicly funded qualification in Scotland, wish to make a complaint and you have exhausted the procedures of Knxia Limited, Highfield Qualifications as the Awarding Organisation, and the relevant qualification regulator the you do have one final route of complaint. Please contact the Scottish Public Services Ombudsman (SPSO) directly. Details can be located on their website: www.spso.org.uk.
If you have any queries about the contents of this policy, please contact a Training Adviser directly on 01501 473730 or contact@knxia.com.