Last updated 28 October 2026.
Introduction
This policy sets out Tula Training Ltd's complaints policy and procedure, for learners and anyone else who encounters a direct or indirect service from Tula Training Ltd. Tula Training Ltd values those who choose to learn with us, and is committed to providing the highest standard of teaching and learning.
Should you feel you've encountered a level of service that's below both your and our expectations, please raise it with us as soon as possible so we can address it and improve.
Scope
This policy covers complaints that learners, and members of the public, may wish to make in relation to the qualifications offered by Tula Training Ltd.
It should not be used for general enquiries about our services, or for appeals against an assessment decision — those are covered by our Appeals Procedure. If a complaint is really an appeal, we'll let you know it's being handled under that policy instead.
If you suspect malpractice or maladministration in how an exam or assessment was delivered, send your concern to us in line with our Policy for Preventing Malpractice and Maladministration as soon as possible, so any related evidence is protected.
Our responsibility
Staff involved in managing, assessing and quality-assuring our qualifications are made aware of this policy, and we have a complaints-handling procedure in place to deal with complaints from learners about the service they receive from us.
How to make a complaint
Stage 1: our first advice is always to try to resolve the problem at the earliest opportunity by speaking to an appropriate member of staff.
Stage 2: if that member of staff can't help, or you'd rather speak to someone else, put your complaint in writing to the centre coordinator. [A dedicated complaints form existed on the old site — worth rebuilding once this section is confirmed.] You'll receive a receipt within 5 working days, and a response within 20 working days. If it isn't possible to resolve your complaint within that time, we'll let you know the revised timescale.
Stage 3: if Stage 2 doesn't resolve things, or you're not satisfied with the response, send a written complaint within 20 working days of Stage 2 concluding, to the contact details at the end of this policy. You'll receive a response within 10 working days of us receiving it. Where a complaint is upheld, we'll consider how to improve our service and arrangements — for example, reviewing our procedures or arranging staff training.
Stage 4: if you've been through the full process and remain unhappy, and you believe there's been a significant breach of Active IQ's procedures by the centre, you can contact Active IQ directly — contact details are on Active IQ's website.
Confidentiality and whistleblowing
You're welcome to remain anonymous, though it's always preferable to share your identity and contact details with us so we can investigate properly. If you're concerned about possible adverse consequences, let us know you don't want your identity shared.
If your complaint is upheld
Where a complaint is successful, or an Active IQ-notified investigation reveals a failure in our processes, we'll consider actions such as:
Identifying any other learner affected by the same failure
Correcting the failure, or mitigating its effect where it can't be fully corrected
Making sure the failure doesn't happen again
Compensating the learner, where we've breached the terms and conditions that form part of our contract with them
How to reach us
Complaints should be sent to [info@tulatraining.co.uk — carried over from the old site; please reconfirm this inbox is still monitored] or in writing to:
The Centre Co-Coordinator
Tula Training Ltd
[100 Oaklands Avenue, Saltdean, BN2 8PA was the old Brighton studio address — needs replacing with a current London contact address]
