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.

 

Step 1 – Raising your complaint with your Learning Partner

If you are unhappy with the level of service of your NEBOSH Learning Partner we do ask that you exhaust the Learning Partners complaints policy in the first instance to give them the opportunity to rectify any issues.

In the event you have exhausted your Learning Partners complaint policy and still remain dissatisfied or have been unhappy with your experience directly with NEBOSH please escalate your complaint directly with us.

 
Step 2 – Raising your complaint with NEBOSH

If you remain dissatisfied or have not received a response within the stated time frame from your Learning Partner you are able to raise this directly with NEBOSH.

In order to raise your complaint, you will need to provide any correspondence related to the complaint for investigation. By registering your complaint with us you are giving consent for NEBOSH to contact your Learning Partner to discuss relevant aspects of the complaint.

On receipt of a complaint an acknowledgement email will be sent within 10 working days to confirm an investigation will be held. NEBOSH aims to complete all investigations and provide a formal response within 25 days of receipt. 

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

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

Head of Customer Experience
NEBOSH
Dominus Way
Meridian Business Park
Leicester
LE19 1QW

 
Step 3 – Escalating your complaint

During the complaint process NEBOSH will fully investigate all concerns raised by you and will provide a full response to each point raised. If you feel that your points have been  unanswered or believe that your complaint has not been fully investigated you do have the opportunity to request further clarification or provide more information that may impact on any final decisions.

If you are unhappy with our response please contact NEBOSH (complaints@nebosh.org.uk) within 14 days of receipt of your formal response stating the areas that you feel have not been answered, or reason why you believe  your complaint has not been investigated fully.

NEBOSH will review any additional information provided and will respond within within 14 days.

 
Step 4: Regulatory review of unresolved complaints for SQA-accredited qualifications

If following the exhaustion of the complaints procedure, you remain 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

A list of NEBOSH qualifications accredited by SQA Accreditation can be found here:  SQA - Qualification Search

Please note: 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 learner 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 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. 

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: SQA - 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: SPSO - College or University Complaints