Complaints Policy

Introduction

We aim to ensure every learner has a positive experience. If you’re unhappy with any aspect of your course, here’s how to raise a concern.

How to Make a Complaint

You can submit a complaint using any of these methods:

Email: info@livius-training.co.uk
Post: Company Directors, Livius Training Centre, Great North Road, Boroughbridge, HG5 0FF
Online Form: Submit a Complaint

Include:

Dates and names involved
Summary of events
Supporting evidence (emails, screenshots, assessment records)

Who to Contact

Complaints should be directed to: Complaints Officer (Company Directors)
Email: info@livius-training.co.uk
Tel: 01423 396780

Escalation Routes

If you’re not satisfied with our response:

Highfield Qualifications – Highfield Complaints Procedure
Ofqual (England) – Ofqual Complaints Procedure
For Wales or Northern Ireland, regulators may include Qualifications Wales or CCEA Regulation.

Timescales

Acknowledgement within 2 working days
Written outcome within 10 working days
If more time is needed, we’ll update you (max 20 working days unless exceptional circumstances)

Accessibility & Data Handling

We’ll make reasonable adjustments (e.g., verbal complaints via recorded call). Complaints are handled in line with our Data Protection Policy.

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Your Questions, Answered with Care!

If you have concerns about your learning experience, you’re in the right place. We want every learner to feel supported and heard, so we’ve outlined clear steps for raising a complaint and getting it resolved quickly