Customer Feedback
NEBOSH is committed to continuous improvement, and we would like your feedback so that we can continue to improve. You can contact us to provide general feedback or follow our complaints process below if you are unhappy with our level of service.
Our Complaints Process
NEBOSH is committed to dealing with all formal complaints in a fair and timely manner and to using complaints as an opportunity to make improvements.
Please note: The Complaints Process is intended to consider concerns about the service provided by NEBOSH or a Learning Partner, including:
- Customer service issues
- Communication issues
- Delays
- Administrative errors
- The application of published processes and procedures
The Complaints Process cannot be used to challenge, review or appeal:
- An assessment result
- An assessment mark or grade
- An Enquiry About Result (EAR) outcome
- A malpractice investigation outcome
- A malpractice appeal outcome
- An appeal decision
- Any academic, technical or professional judgement made as part of the assessment, EAR, malpractice or appeals process
If you disagree with one of these decisions, you must use the review or appeal process available under the relevant policy.
Submitting a complaint will not pause, extend or replace any review or appeal deadlines.
Where NEBOSH determines that the matters raised fall within an EAR, malpractice or appeals process, you will be directed to the appropriate process.
A complaint cannot be used as an alternative route to an appeal, nor can it be used to challenge a decision where an appeal was available but not submitted, submitted outside the required timescales, or has already been considered through the relevant appeals process.
Which process should I use?
| If you want to... |
Process |
| Provide general feedback about NEBOSH or suggest an improvement |
Customer Feedback |
| Complain about customer service, communication, delays, administration or the application of a published process |
Complaints Process |
| Complain about the service provided by your Learning Partner |
Follow your Learning Partner's complaints process first, then escalate to NEBOSH if you remain dissatisfied |
| Query an assessment result or request a review of marking |
|
| Raise concerns about how an EAR was conducted |
|
| Challenge a malpractice decision |
|
| Raise concerns about how a malpractice investigation was conducted |
|
| Challenge a malpractice appeal outcome |
Appeals Process (where a further stage is available) |
| Request that NEBOSH review or reconsider an EAR, malpractice or appeals decision |
|
| Request access to personal information held by NEBOSH |
If you are unsure which process applies to your circumstances, please contact NEBOSH before submitting your request.
Step 1 – Raising your complaint with your Learning Partner
If your complaint relates to the service provided by your Learning Partner, you should first follow the Learning Partner's formal complaints process and give them the opportunity to investigate and respond.
If, after completing the Learning Partner's complaints process, you remain dissatisfied with the outcome, you may escalate your complaint to NEBOSH.
When escalating a complaint about a Learning Partner to NEBOSH, you should provide:
- A copy of your complaint to the Learning Partner
- The Learning Partner's final response
- Any other relevant correspondence or supporting evidence
Where this information is not provided, NEBOSH may ask you to complete the Learning Partner's complaints process or provide further evidence before considering your complaint.
If your complaint relates directly to a service provided by NEBOSH, you do not need to complete a Learning Partner's complaints process and may proceed directly to Step 2.
Step 2 – Raising your complaint with NEBOSH
You may raise a complaint with NEBOSH if:
- Your complaint relates directly to a service provided by NEBOSH; or
- You have completed your Learning Partner's formal complaints process and remain dissatisfied with the outcome.
To register a complaint, please provide:
- A clear description of your complaint
- Details of the outcome you are seeking
- Any relevant correspondence and supporting evidence
- Where applicable, evidence that you have completed the Learning Partner's formal complaints process
All complaints are reviewed on receipt to determine whether they fall within the scope of the Complaints Process.
If the matters raised fall outside the scope of the Complaints Process, NEBOSH will explain the reasons why and, where applicable, direct you to the appropriate policy or process.
If accepted, an acknowledgement email will be sent within 10 working days confirming:
- The scope of the investigation
- The issues that will be considered
- Any matters that fall outside the scope of the complaint
Initial enquiries will be responded to within 2 working days. NEBOSH aims to complete all investigations and provide a formal response within 25 working days of the complaint acknowledgement date.
By registering your complaint with us, you consent to NEBOSH contacting your Learning Partner where necessary to investigate the matters raised.
If you request anonymity, NEBOSH will take reasonable steps to preserve this where possible; however, anonymity cannot be guaranteed.
To raise a complaint, please email [email protected]
Step 3 – Escalating your complaint
During the complaint process, NEBOSH will investigate the concerns within the agreed scope of the complaint and provide a response to each issue considered.
If you believe that your complaint has not been fully investigated, that relevant information within the agreed scope has not been considered, or that points within the agreed scope remain unanswered, you may request a review of the complaint outcome.
Requests for a review should be submitted within 10 working days of receiving the formal response and should explain:
- Which aspects of the complaint remain unresolved; and/or
- Any additional evidence or information that should be considered
NEBOSH will review the information provided and respond within 10 working days.
A request for escalation must relate to the handling of the complaint investigation. It cannot be used to introduce new complaint issues or to seek a review of a decision that is subject to a separate review or appeals process.
Step 4 – Regulatory review of unresolved complaints
If the qualification you have undertaken is a regulated qualification and you remain dissatisfied after completing NEBOSH's Complaints Process, you may seek advice from the regulator responsible for that qualification.
Qualifications Scotland Accreditation-accredited qualifications only
If the NEBOSH qualification is accredited by Qualifications Scotland Accreditation and assessed within the UK, you may seek regulatory advice from Qualifications Scotland Accreditation. A list of NEBOSH qualifications accredited by Qualifications Scotland Accreditation can be found here: Qualifications Scotland Accreditation Qualification Search.
Please note: Complaints relating to qualifications not accredited by Qualifications Scotland Accreditation in Scotland, or where qualifications accredited by Qualifications Scotland Accreditation but where the assessment took place outside the UK may not be submitted for Qualifications Scotland Accreditation regulatory review.
Qualifications Scotland Accreditation define a complaint as “as an expression of dissatisfaction about an awarding body or its provider’s action or lack of action, or about the standard of service provided”.
Before escalating your complaint to Qualifications Scotland Accreditation it is recommended that you review the Qualifications Scotland Accreditation - Complaints Handling Procedure.
Your complaint can be logged with Qualifications Scotland Accreditation using one of the following;
Online form: Qualifications Scotland Accreditation Online Complaint Form.
Email: [email protected]
Telephone: 0345 213 5249
Post:
Complaints
Qualifications Scotland Accreditation
Optima Building
58 Robertson Street
Glasgow
G2 8DQ
Procedures and outcomes will be communicated by Qualifications Scotland Accreditation following receipt of the application for regulatory review of the complaint.
Escalation of complaints for learners studying NEBOSH qualifications at Scottish Further Education colleges
In Scotland, the Scottish Public Service Ombudsman (SPSO) is the final stage in handling complaints about public services in Scotland. The SPSO will deal with complaints after they have been through the formal complaints process of the organisation concerned.
The SPSO defines a complaint as: “an expression of dissatisfaction by one or more customers about [the college’s] action or lack of action, or about the standard of service provided by [the college] or on its behalf”.
The process requires candidates dissatisfied with the provision of services at a Scottish College to exhaust the College’s complaints process before contacting the relevant awarding body.
Where a Scottish college student has a complaint related to an Qualifications Scotland Accreditation-accredited NEBOSH qualification:
If the complaint is in relation to a NEBOSH qualification that is accredited by Qualifications Scotland Accreditation, the learner will retain the right to complain to Qualifications Scotland Accreditation once they have exhausted the NEBOSH complaints process. If the learner remains dissatisfied at this point then they have the right to make a complaint to the SPSO.
A list of NEBOSH qualifications accredited by Qualifications Scotland Accreditation can be found using the Qualifications Scotland Accreditation Qualification Search.
Where a Scottish college student has a complaint related to a NEBOSH qualification not accredited by Qualifications Scotland Accreditation:
With regard to complaints in relation to NEBOSH qualifications undertaken at a Scottish College that are not accredited by Qualifications Scotland Accreditation, a learner has the option of making a complaint to the SPSO once they have exhausted both the College’s and NEBOSH’s complaints processes.
Where the SPSO process does not apply:
Matters of academic judgement remain within the jurisdiction of the awarding body and are dealt with via the existing Enquiries About Result (EAR) and Appeals processes.
Escalation to the SPSO is also not open to learners studying at private sector Learning Partners based in Scotland.
Further information for students can be found here: SPSO – College or University Complaints
Ofqual-accredited qualifications only
If the NEBOSH qualification is accredited by Ofqual, irrelevant of where the assessment took place, you may seek regulatory advice from Ofqual. A list of NEBOSH qualifications accredited is available on Ofqual’s Register of Regulated Qualifications.
Ofqual views a complaint as "an expression of dissatisfaction about an organisation or qualification they regulate". Ofqual follows the Parliamentary and Health Service Ombudsman’s (PHSO) ‘Principles of good complaint handling’ which includes:
- getting it right
- being customer-focused
- being open and accountable
- acting fairly and proportionately
- putting things right
- seeking continuous improvement
Ofqual will consider a complaint if:
- it is within 12 months of the issue arising
- the awarding organisation or qualification are regulated by Ofqual, please check that the qualification you have studied is registered on Ofqual’s Register of Regulated Qualifications
- the complaint is about: an awarding body not complying with Ofqual regulations; the award of a regulated qualification; and/or an issue that could undermine public confidence
Ofqual will not usually investigate if:
- the complaint is about a NEBOSH Learning Partner
- the complaint is in relation to someone being unhappy with their grade
- the complaint is regarding the quality of teaching or training
- the matter is or has been the subject of legal or on going regulatory action, or potential action
All complaints are managed through the Ofqual online portal and full details of Ofqual’s complaints policy is available on the gov.uk website; Ofqual page.