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 use them as an opportunity for making improvements.
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 Policy and Procedures or Malpractice policy.
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 Partner’s complaints policy in the first instance to give them the opportunity to rectify any issues.
In the event you have exhausted your Learning Partner’s 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.
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.
If you register your complaint and request anonymity, NEBOSH will take reasonable steps to ensure anonymity is preserved. However, this cannot be guaranteed.
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 working days of your complaint acknowledgment date.
To raise a complaint please write to us at firstname.lastname@example.org or contact us on 01162634700 (option 5).
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 respond to NEBOSH at (email@example.com) within 10 working 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 10 working days.
Step 4: Regulatory review of unresolved complaints
If the qualification you have undertaken is a regulated qualification and you remain dissatisfied, you may seek advice from the Regulator that accredits the qualification that you have or are studying.
SQA Accreditation-accredited qualifications only
If the NEBOSH qualification is accredited by SQA Accreditation and assessed within the UK, you may seek regulatory advice from SQA Accreditation. A list of NEBOSH qualifications accredited by SQA Accreditation can be found here: SQA Accreditation Qualification Search.
Please note: Complaints relating to qualifications not accredited by SQA Accreditation in Scotland, or where qualifications accredited by SQA Accreditation but where the assessment took place outside the UK may not be submitted for SQA regulatory review.
SQA 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 SQA Accreditation it is recommended that you review the SQA Accreditation - Complaints Handling Procedure.
Your complaint can be logged with SQA accreditation using one of the following;
Online form: SQA Online Complaint Form
Telephone: 0345 213 5249
58 Robertson Street
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.
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 SQA Accreditation-accredited NEBOSH qualification:
If the complaint is in relation to a NEBOSH qualification that is accredited by SQA Accreditation, the learner will retain the right to complain to SQA 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 SQA Accreditation can be found using the SQA Accreditation Qualification Search.
Where a Scottish college student has a complaint related to a NEBOSH qualification not accredited by SQA Accreditation:
With regard to complaints in relation to NEBOSH qualifications undertaken at a Scottish College that are not accredited by SQA 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