Complaints Procedure

At NowSkills, we value your feedback—it helps us improve the quality of our training and support. If something hasn’t gone right, we’re committed to investigating fairly and taking appropriate action.

What Is the Complaints Procedure?

This procedure applies to anyone who wishes to raise a concern about any aspect of NowSkills’ training services. Our goal is to resolve complaints in a fair, reasonable, and timely manner.

How to Make a Complaint

If you’re unhappy with the service you’ve received, you’re entitled to:

Make a complaint
Have it considered fairly
Receive a response from NowSkills

Step 1: Speak to your trainer or contact person
Many concerns can be resolved quickly by discussing them directly with the trainer or staff member involved.

Step 2: Submit a formal complaint
If the issue isn’t resolved, please visit our Contact Page and select the Feedback and Complaints option. Your message will be reviewed by our Senior Leadership Team, and you’ll receive a response within 10 working days.

Who Can Complain?

Anyone affected by NowSkills’ services can make a complaint. This includes learners, employers, or someone acting on their behalf (with consent).

Common Reasons for Complaints

You might raise concerns about:

Trainer conduct or professionalism
Quality of training materials or delivery
Training facilities
Delays in grant funding
Learner support services

Time Limits

Please raise your complaint as soon as possible—ideally within one month of the issue occurring or becoming known. We aim to resolve all complaints promptly, depending on their complexity and urgency.

If You’re Not Satisfied

If you’re unhappy with the outcome or how your complaint was handled, you can escalate it to our independent Executive Committee. To do this email executive@nowskills.co.uk, this will inform our Chair of Governors of your complaint. You’ll receive a response within 20 working days, with a focus on fair and impartial resolution.

Note: You must first follow the standard complaints procedure before escalating to the Executive Committee.

Escalating your complaint to the Department for Education

If your complaint relates to a post-16 training provider funded by the Department for Education, you must first complete and have exhausted NowSkills’ complaints and appeals process before contacting the Department for Education.

You can find more information about how to escalate a complaint on the Department for Education’s official website.