Complaints Policy

We are committed to providing a high quality, accessible and responsive service to business and community. However, if you believe that things have gone wrong or we have failed to meet the standards of service you expect, then please make us aware of your problem or concern.

Please let us know when:

  • you are not satisfied with the standard of service you have received.
  • you have not received a service you think should be available to you; or
  • you feel that you have not been treated with politeness and respect.

 We do take all problems and concerns seriously and while it is not possible to please everyone all of the time we will listen and do everything possible to deal with your complaint. We will always explain the reasons for our actions.

We encourage comment and feedback at anytime.

 What to do first…

Explain the problem or concern, with whom you are dealing with as they may be able to resolve the matter for you quickly. Please make sure they understand your complaint properly and what you think should be done to put things right.

If you are still not happy with the situation then either write to or ask to speak to David Howell, who acts as the Complaints Officer. Please submit a ticket via the support page.

Please remember: if this is a formal complaint you will need to put this in writing. The Trainer with whom you are dealing will always be pleased to give you information about our complaints procedure and how you should bring the matter to the attention of the Complaints Officer dealing with your complaint.

If your complaint is with regard to the admin process please directly to David Howell director of SMP, who can be contacted Via the support page

The Complaints Officer..

The Complaints Office, has full powers to investigate any complaint received, and where a complaint is upheld, to resolve the matter speedily.

Should you wish to bring a formal complaint to the attention of the Complaints Officer then this must be done in writing via our support page

The Complaints Officer will need to know:


  • a clear description of the complaint and what you would like to be done to resolve the matter;
  • your full postal address and telephone number (and e-mail address if you have one).


What will happen when you make a complaint…

If we are unable to resolve your complaint immediately, we will:

write to you within 5 working days of receipt and tell you:

  • What we understand to be the nature of the complaint;
  • How we will deal with your complaint and how long it is likely to take;
  • Who is responsible for dealing with your complaint; and
  • How we will keep you informed of the progress.

We will give you a full written answer within 28 working days of receipt of the complaint, or sooner if possible. If we cannot give you an answer with 28 days we will explain why and give you a new deadline.