Making a complaint

A complaint is an expression of dissatisfaction concerning Successful Mums product or service. Successful Mums take 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 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 trainer 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 trainer, then please complete the record of complaint form and send it to the Operations Manager Claire Stringer via one of the following options:

E-mail: claire@successfulmums.co.uk

Write to: Claire Stringer, Successful Mums, Newman Business Centre, 2 Newman Road, Bromley BR1 1RJ.

Successful Mums ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully. The Director will investigate your complaint and respond to you within 5 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 Director Jane Knight. 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 5 working days.

The Director can be contacted on:

Call: 07761 615371

E-mail: jane@successfulmums.co.uk

Write to: Jane Knight, Successful Mums, Newman Business Centre, 2 Newman Road, Bromley BR1 1RJ.

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 will either be Highfield Qualifications or NCFE and their complaint policies can be located on their websites: www.highfieldqualifications.com or www.ncfe.org.uk/learners/complaints. Alternatively, please speak to the Highfield team on 0845 2260350 or NCFE on 0191 239 8000.

Should you address your complaint to the awarding body and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator. A representative of Successful Mums 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 Operations Manager Claire Stringer directly on 0208 629 8770 or email claire@successfulmums.co.uk.