Complaints Procedure

A complaint is an expression of dissatisfaction concerning a Purple Ledge Ltd product or service. Purple Ledge Ltd takes all complaints extremely seriously and all staff are trained to rectify any problem as soon as it is brought to their attention and are committed to doing this to the best of their ability. 
 

It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer. Therefore, we ask that if you are dissatisfied with the service you have received, you bring this to our attention as soon as possible by speaking to your course IQA in the first instance. 
 

Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint with the IQA, then please contact the Centre Manager via one of the following options:

E-mail: hello@purpleledge.com

Telephone: 07300303044

Post: Purple Ledge Ltd, Apex Office Space, 1 Water Vole Way, Doncaster, DN4 5JP
 

When you contact us, please give us your full name, contact details, and a daytime telephone number, along with:

• a full description of your complaint (including the subject matter and dates and times, if known)

• any names of the people you have dealt with so far

• copies of any papers or letters to do with the complaint
   

Purple Ledge Ltd asks that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully. We will acknowledge your complaint within 76 hours. 

The Centre Manager will then investigate your complaint and respond to you within 28 days.
 

Escalating your initial complaint if you remain dissatisfied 

In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached, then you may escalate your complaint to our director. Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far. The director will investigate in full and respond to you within 14 days.
 

The director can be contacted using the following:

E-mail: garreth@purpleledge.com

Telephone: 07300 303044

Post: Purple Ledge Ltd, Apex Office Space, 1 Water Vole Way, Doncaster, DN4 5JP
 

This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification, then please contact the awarding organisation directly. The awarding organisation is Highfield Qualifications, and their complaints policy can be located on their website: www.highfieldqualifications.com 

Alternatively, please speak to the Highfield Qualifications team on 01302 363277.
 

Should you address your complaint to Highfield Qualifications and remain unhappy with the outcome, you may then raise your complaint to the relevant qualification regulator in each instance and provide contact details.
 

The following relates to complaints regarding publicly funded qualifications in Scotland only. Should you have undertaken a publicly funded qualification in Scotland, wish to make a complaint and you have exhausted the procedures of Purple Ledge Ltd, Highfield Qualifications as the awarding organisation and the relevant qualification regulator, then you do have 1 final route of complaint. Please contact the Scottish Public Services Ombudsman (SPSO) directly.

Details can be located on their website: www.spso.org.uk

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If you have any queries about the contents of this policy, please contact the Centre Manager directly on 07300 30 30 44 or email them at: hello@purpleledge.com