CST Training Complaints Policy

Our Commitment 

We are committed to providing a consistent, first class service to all of our candidates, bookers and customers. When concerns are raised, we handle them openly, fairly, and respectfully. 

Our approach to complaints is guided by our values of Simplicity & Wisdom, Integrity & Commitment, and Innovation & Excellence. These values shape how our team listen, respond, and resolve issues. 

How to Make a Complaint 

You may raise a complaint by emailing [email protected]. To help us respond effectively, please include: 

• Your name and contact details 
• A clear description of the issue 
• Course or training details (if applicable) 
• Any supporting information 
• Your preferred outcome (if known) 

Response Times 

We understand that when you raise a complaint you will want to know what will happen and when. We have included the timelines that we will work to below. 

Acknowledgement – we will confirm receipt of your complaint within 4 working hours 

Update on investigation – we will let you know who is handling your complaint and explain the next steps within 1 working day 

Investigation & Resolution – we will clearly explain the outcome and the reasons for the decision as well as any action that we are taking within 5 working days

Appeal Process 

Right to Appeal 

• If you are not satisfied with the Formal Complaint response, you have ten days from the date of our response to appeal. 

Submission of Appeal 

• Appeals should be in writing and sent to [email protected].
• Please provide a clear subject line containing the following: “APPEAL–[Initial complaint date]”. 

Consideration and Review 

• Wherever possible, the appeal will be reviewed by someone not involved in the original decision.
• Your appeal will be reviewed by a Senior Manager or Director to understand if further investigation is required and you will be notified of their decision in writing
• If further investigation is required they will carry this out and provide a further written response within 21 working days from the date the appeal is received.