Who to contact
Registered Address
ESO Education and Training (NW) Ltd
23 Farnworth Street
Widnes, England, WA8 9LH
PART A: COMPLAINTS
A complaint is any expression of dissatisfaction with our service, our staff, our venues or how a course was run.
Speak to your trainer or the member of staff involved. Most problems can be sorted out quickly this way. We will acknowledge your complaint within 2 working days and give you a written response within 10 working days.
If you are not satisfied, email the Head of Centre setting out what happened, the outcome you want and any evidence. We will acknowledge it within 2 working days. Someone not involved in the original issue will investigate, and you will receive a written outcome within 20 working days. If we need longer, we will tell you why and when to expect a reply.
If you are still not satisfied, you can ask a Director to review how your complaint was handled. The Director will check that we followed this procedure fairly.
If you have completed our procedure and remain unhappy, you can complain to our awarding organisation, Laser Trident (trident@laser-awards.org.uk). If you have also completed their procedure, you can contact Ofqual, the qualifications regulator.
PART B: ASSESSMENT APPEALS
Formal grounds, multi-stage appeal process, and response timelines.
- the assessment was not carried out according to the awarding body's rules,
- the assessment criteria were not applied, or were applied inconsistently,
- reasonable adjustments or special considerations that were approved were not put in place, or
- you were treated unfairly.
1. Informal: raise it with your trainer or assessor within 2 weeks of receiving your result.
2. Formal: put your appeal in writing to the Head of Centre within 4 weeks of the assessment.
3. Independent review: if you are not satisfied, a qualified person who was not involved in your assessment will review the decision.
4. Awarding organisation: if you have completed our process, you can appeal to Laser Trident, and then to Ofqual.
We will respond in writing within one week at stages 1 to 3, and within one month at stage 4.
You will not be treated less favourably for making a complaint or appeal. We keep a record of all complaints and appeals, share them with the awarding organisation when asked, and use them to improve our courses.