Complaints Procedure and Policy

At Intequal, we are committed to providing high quality services for all our learners and employers, taking account of users’ views, and using the findings to promote and develop capacity for sustainable improvement.

However, should you not be satisfied with our service for any reason please let us know by following the procedure below.

How to make a formal complaint 

You can make a complaint following the steps below: 

• By Email:
• By Telephone: 02392449634. 

If your complaint is on behalf of another person, under the General Data Protection Regulation 2018, we will need their permission before we can disclose any information to you.   

We will need as much detail as possible from you, for example: 

Your name (and the name of the person that you are representing, if applicable).
Date of birth.
Course (if applicable).
Full details of your complaint (i.e. dates/names of people involved).
Contact details. 

We will ask you for special category data, for example Gender and Ethnicity, providing these details helps us to make sure that all people are treated fairly and this will be processed in accordance with GDPR.

An investigation may not be possible or could be limited for anonymous complaints, depending on the amount of information provided by the complainant. 

Complaints should be raised within twelve months of the original issue so that evidence is available for the investigation. 

Complainants should be aware that our staff have the right to work in a pleasant and safe environment and any violent or abusive behaviour towards staff will not be tolerated.