Complaints & Appeals

We are committed to providing a first class service and would be extremely disappointed if this is not the case.  It is important to us that should you feel you have encountered a level of service that is below both yours and our expectations, you raise any concerns you may have with us immediately so that we may address them and learn appropriate lessons.
The following information covers complaints that learners, members of the public or centres may wish to make in relation to the qualifications and associated services offered by NICEIC Certification.

Individuals also have the right of appeal against any of the following: the results of a complaint investigation; a decision not to issue a certificate; or a decision to withdraw a certificate.

Appeals

All appeals must be made in writing within 5 working days after the results of a complaint investigation have been reported to the individual. All written appeals should be addressed to:

FAO Operations & Scheme Manager

NICEIC Certification

Whitting Valley Road
 Old Whittington
 Chesterfield
 Derbyshire
 S41 9EY

Or email: certification@niceic.com

An appeals forum consisting of two of the following: Commercial Director, the Operations & Schemes Manager plus technical expertise and suitable members of the CPMSC (Certification of Persons and Management System certification Council, by attendance of an NICEIC Certification approved Assessor/External Verifier will be convened for all Appeals.

If in the event that as a result of a Gas Safe Register investigation, Gas Safe Register will be required to attend an Appeals Forum, they will be given at least 25 days’ notice for attendance.

Appellants will have the right to be represented either by a colleague, trade union representative, personal friend or by legal council. In the event that legal council is appointed, NICEIC Certification retains the right to appoint its own legal representative.

When the investigation has been concluded the Appeals Forum will inform the individual verbally of the outcome and forward the decision in writing with a copy to the Commercial Director. Dependent upon the nature of the Appeal, NICEIC Certification will liaise as necessary with the appropriate Assessment Centre to gather information as necessary.

The decision of the Commercial Director and the Operations & Schemes Manager will be final. In the event of rejection of an Appeal at any stage the Appellant will be responsible for fees incurred as a result of the Appeal(s).

Complaints

Centre’s should take all responsible steps to ensure that their staff involved in the management, assessment and quality assurance of our qualifications, and all learners/candidates are aware of the contents of this document and that the centre has a complaints handling procedure and appeals process in place to deal with complaints from learners/candidates about the services they provide. If an individual is unhappy about a service or activity being delivered by a centre, it must first of all go through the centres complaints process before bringing the matter to NICEIC Certification.

All of our staff are trained to help and are committed to helping our customers, so you should first try to sort out any problem at the earliest opportunity by speaking to our Certification Office.  If they cannot help you can ask to speak to a manager in charge.
If this is not possible or you are not satisfied with the help provided by the manager please send a written complaint to NICEIC Certification.

Learners/candidates who wish to complain about a level of service provided by the centre at which they have taken an NICEIC Certification qualification should in the first instance have exhausted their centres own complaints process before bringing the complaint to us. 
All written complaint to NICEIC Certification should be addressed to:

FAO Scheme Manager
NICEIC Certification
Whitting Valley Road
Old Whittington
Chesterfield
Derbyshire
S41 9EY

Or email: certification@niceic.com
 
Complaints will be acknowledged, investigated, reported, resolved and the results of any investigation will be communicated in writing to the complainant.
We will endeavor to acknowledge receipt of your complaint within 5 working days of receipt.
The investigation of a complaint will be carried out by a level of management above which the complaint is leveled and we will aim to carry out the investigation process within the minimum period possible.  We may need to contact you during the investigation period for further information or clarification.  

Following completion of the investigation a report shall be produced by the investigator and the results will be communicated in writing to the complainant.  
·       Full Name
·       NI No (Learner only)
·       Contact Daytime Telephone No
·       Postal Address
·       Postal Date
·       Copies of any evidence relating to the complaint
·       Full description of the nature and details your complaint (inc. subject matter and dates, times if known)
If you are not satisfied with the decision please contact Scheme Manager in the first instance.  If you are still unhappy with the decision taken by NICEIC Certification you can, where relevant take the matter through our appeals process - detailed further in the Appeals section of this page.