Complaints Procedure

Introduction

This document sets out Study Active’s complaints policy and procedures and is intended for our learners and all interested parties who receive services directly or indirectly from Study Active.
Study Active values all learners who undertake our courses. At the core of everything we do are three pillars: quality, innovation, and customer service.
If you feel the service you have experienced falls below your expectations or ours, please raise your concerns immediately so we can address them and learn lessons to improve our service levels.

Scope

This policy covers complaints from learners and members of the public relating to qualifications offered by Study Active.
It does not cover enquiries about services or appeals related to assessment decisions, which are handled under separate policies. If a complaint is submitted that is actually an appeal, we will inform you that the matter is being handled according to our Appeals Policy.
If you are dissatisfied with the delivery or conduct of an examination or assessment and believe malpractice or maladministration has occurred, please notify us as soon as possible under our Malpractice & Maladministration Policy to preserve any relevant evidence.

Study Active Responsibilities

We ensure that staff and learners involved in managing, assessing, and quality assuring our qualifications are aware of this policy and their individual responsibilities.

How Should I Complain?

Stage 1
First, try to resolve the issue by speaking directly with the staff member involved or responsible for the service.

Stage 2
If not resolved, or if you wish to raise the matter with someone else, please email support@studyactive.co.uk, addressed to the Lead Tutor/Assessor. Include:

  • Your full name and contact details

  • A detailed description of your complaint including relevant dates, times, and reference numbers (if any)

  • Names of people you have already dealt with

  • Copies of related documents or letters
    The Lead Tutor/Assessor will acknowledge receipt within two working days and aim to investigate within 10 working days. You might be contacted for further information. If resolution is not possible within 10 days, we will inform you of the reason and provide an expected timeline.

Stage 3
If you remain unsatisfied or Stage 2 is not possible, send a written complaint by email to our Customer Experience Manager, Ali Gower, at admin@studyactive.co.uk. This must be within 10 working days of Stage 2’s outcome and include all evidence and correspondence.
If after completing Stage 3 you are still unhappy, you may contact the awarding organisation accrediting your course if you believe a significant breach of their policies has occurred.

Confidentiality and Whistleblowing

While anonymous complaints are accepted, providing your identity and contact details supports a fuller investigation. If you fear negative consequences, please advise us that you wish to remain anonymous.

If Your Complaint Is Upheld

If your complaint is upheld, we will respond appropriately and take actions to improve our services. This may include reviewing procedures, updating assessment processes, or providing additional staff training. In serious cases, internal disciplinary actions may be taken.

Where failures are identified, we will:

  • Identify other affected learners

  • Correct or mitigate the effects of the failure

  • Take steps to prevent recurrence

  • Compensate learners if Study Active is found to have breached contractual terms with them

Thank you for helping us improve through your feedback.

Contact Us

For any queries about this policy, please contact our customer care team:
Email: support@studyactive.co.uk
Phone: 01223 912122