employer

Giving feedback or making a complaint

At City & Guilds we genuinely value your feedback on what we do well, as well as your views as to how we can improve. We want you to always have an excellent experience and hope you’ll never have reason to complain. Please do get in touch if your expectations have not been met; this will give us a chance to put matters right. We’re always happy to hear if you’ve been pleased with the service you have received. We share all feedback and compliments with the teams and individuals involved, this helps them to feel recognised for the great work they do every day.

Please identify below who you are so we can handle your feedback or complaint effectively.

I am a centre

To enable us to investigate your complaint, please complete our centre complaints form.

If you would like to provide feedback/compliment instead, please complete our centre feedback form.


For any other enquiries, you can contact us by email, telephone or post:

E: feedbackandcomplaints@cityandguilds.com
T: 020 7294 8444

Customer Experience Team
City & Guilds
1 Giltspur Street
London
EC1A 9DD

If you are an ILM training provider please raise your concerns by emailing customer@i-l-m.com.

For information relating to appeals, you can access our dedicated appeals page.

I am a learner

If you have a complaint regarding your centre, you must first instigate the internal appeals and complaints procedure with your centre. This usually involves writing a letter or email to the Head of the Centre to make them aware of your concerns. This provides them with a chance to address the issues raised.

If you remain unhappy with their response, please complete our learners complaints form.

If you would like to provide feedback/compliment instead, please complete our learners feedback form.

We require all correspondence relating to your complaint and a copy of photographic identification.


For any other enquiries, you can contact us by email, telephone or post:

E: feedbackandcomplaints@cityandguilds.com
T: 020 7294 8444

Customer Experience Team
City & Guilds
1 Giltspur Street
London
EC1A 9DD

We will investigate your complaint thoroughly and hope to provide a positive outcome. However we may not always be in a position to take your complaint forward, as City & Guilds responsibility is to ensure qualifications are delivered in line with our assessment, quality assurance and regulatory requirements.

If you are not happy with the quality of teaching, assessment grading and fees paid – please address this with your centre.

For information relating to appeals, you can access our dedicated appeals page.

I am a third party (e.g. employer, carer)

If you wish to raise a complaint on behalf of a learner, you must first instigate the internal appeals and complaints procedure with their Training Provider. This usually involves writing a letter or email to the Head of the Centre to make them aware of your concerns. This provides them with a chance to address the issues raised.

If you remain unhappy with their response, complete our third party complaints form.

If you would like to provide feedback/compliment, please complete our third party feedback form.

We require all correspondence relating to your complaint, a copy of the learner’s photographic identification and also a completed consent form before we can investigate.


For any other enquiries, you can contact us by email, telephone or post:

E: feedbackandcomplaints@cityandguilds.com
T: 020 7294 8444

Customer Experience Team
City & Guilds
1 Giltspur Street
London
EC1A 9DD

Please be aware, we may not always be in a position to assist as City & Guilds responsibility is to ensure qualifications are delivered in line with our assessment, quality assurance and regulatory requirements.

Quality of teaching, assessment grading, and fees paid – these are to be addressed with the Training Provider.

For information relating to appeals, you can access our dedicated appeals page.

providers

What happens next?

You will receive an acknowledgement within one working day. We will provide you with a reference number and the name of the person who will be handling your complaint or feedback.

We aim to have a resolution for you within eight working days. In more complex cases, this may not always be possible. In these circumstances we will ensure that we keep you updated on the progress of your feedback or complaint.

Confidentiality and whistle blowing

We will aim to keep your complaint confidential, but in some cases the circumstances may make it impossible to do so. In these situations we will discuss this with you before taking further action.


If you are unhappy with our response

If you are unhappy with the outcome, you can escalate your complaint to our regulators listed below:

England - The Office of Qualifications and Examinations Regulation (Ofqual)

Ofqual
Spring Place
Herald Avenue
Coventry
CV5 6UB
Email: public.enquiries@ofqual.gov.uk
Telephone: 0300 303 3344

Northern Ireland - Council for the Curriculum, Examination & Assessment (CCEA)

Julie McGovern
CCEA
29 Clarendon Road
Clarendon Dock
Belfast BT1 3BG
Email: jmcgovern@ccea.org.uk
Telephone: +44 (0)2890 261270
Fax: +44 (0)2890 261234
Text Phone: (0)2890 242063

Wales - Qualification Wales / Gymwysterau Cymru

Qualifications Wales
Q2 Building,
Pencarn Lane
Imperial Park
Coedkernew
Newport
NP10 8AR
Telephone: 0333 077 2701
Email: enquiries@qualificationswales.org

Scotland - Scottish Qualifications Authority (SQA)

Telephone: 0345 279 1000
Fax: 0345 213 5000
E-mail: customer@sqa.org.uk

It should be noted that learners registered on a Scottish Vocational Qualification have the right to complain direct to the regulator, the Scottish Qualifications Authority (SQA).