NEBOSH is committed to dealing with all formal complaints in a fair and timely manner, and to use them as an opportunity for making improvements.

If you have a complaint relating to any aspect of your course, please raise it with your Learning Partner to allow them to investigate under their own complaints procedures and resolve the issue. If you are not able to resolve the problem, please let us know.

All complaints received by NEBOSH are dealt with in accordance with our procedure:

  • All complaints will be acknowledged in writing within 10 working days.
  • Correspondence and discussions regarding your complaint will be logged.
  • Complaints are investigated promptly and fairly.
  • All complaints will be resolved and a written response provided within 25 working days of acknowledgement
  • Where authorisation to disclose personal details to third parties is required; the 25 working day resolution timeframe commences from the date NEBOSH receive a response to this request.
  • In the event that further investigation is required the complainant will be informed prior to the 25 working day resolution deadline that up to a further 10 working day extension is required. Relevant justification will be supplied to support this extended timeframe.
  • Where we find that any corrective and/or preventative action is required; this will be recorded and monitored to ensure improvements are made.

Please note; if your concern relates to your examination result or malpractice in the conduct of an examination, your complaint will be dealt with under either the Enquiry About Result procedure or Malpractice policy.

This complaints policy meets the requirements of the regulatory criteria for “open and transparent procedures for complaints” as set out in the "SQA Accreditation regulatory principles (2014)" document published by Scottish Qualifications Authority (SQA) Accreditation in Scotland.

To make a complaint please e-mail info@nebosh.org.uk or write to:

Gemma Atkins
Head of Customer Services
NEBOSH
Dominus Way
Meridian Business Park
Leicester
LE19 1QW

 

Regulatory review of unresolved complaints for SQA-accredited qualifications

If following the exhaustion of the complaints procedure, the candidate or learning partner remains dissatisfied and where the relevant NEBOSH qualification is accredited by SQA Accreditation and assessed within the UK, they may seek regulatory advice from SQA Accreditation: http://accreditation.sqa.org.uk 

A list of NEBOSH qualifications accredited by SQA Accreditation can be found here:  http://accreditation.sqa.org.uk/accreditation/Qualifications/Accreditation_Qualification_Search 

NB:  Complaints relating to qualifications not accredited by SQA Accreditation in Scotland may not be submitted for SQA regulatory review. Complaints relating to qualifications accredited by SQA Accreditation but where the assessment took place outside the UK may not be submitted for SQA regulatory review. 

The candidate or Head of Learning Partner has 14 days from the date of issue of the complaint outcome to make an application for regulatory review of the unresolved complaint.  Please write to this address: 

The Senior Regulation Manager
SQA Accreditation
Optima Building
58 Robertson Street
Glasgow
G2 8DQ 

Procedures and outcomes will be communicated by SQA Accreditation following receipt of the application for regulatory review of the complaint.
 

Escalation of complaints for candidates studying NEBOSH qualifications at Scottish Further Education colleges

In Scotland, the Scottish Public Service Ombudsman (SPSO - www.spso.org.uk) 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. 

In December 2012, the SPSO introduced new arrangements for escalation of complaints in relation to public bodies, including Further Education colleges in Scotland: 

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 new process still 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 SQA-accredited NEBOSH qualification: 

If the complaint is in relation to a NEBOSH qualification that is accredited by SQA Accreditation, the candidate will retain the right to complain to SQA Accreditation once they have exhausted the NEBOSH complaints process.  If the candidate remains dissatisfied at this point then they have the right to make a complaint to the SPSO. 

A list of NEBOSH qualifications accredited by SQA Accreditation can be found here: http://accreditation.sqa.org.uk/accreditation/Qualifications/Accreditation_Qualification_Search 

Where a Scottish college student has a complaint related to a NEBOSH qualification not accredited by SQA: 

With regard to complaints in relation to NEBOSH qualifications undertaken at a Scottish College that are not accredited by SQA Accreditation, a candidate 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 students studying at private sector learning partners based in Scotland. 

Further information for students can be found here: http://www.spso.org.uk/college-or-university-complaints