Complaints Procedure
Goldcross is committed to dealing with all formal complaints in a fair and timely manner, and to use them as an opportunity for making improvements.
Step 1 – Raising your complaint with your Learning Partner
If you are dissatisfied or have been unhappy with your experience with the level of service from Goldcross training please escalate your complaint directly with us.
Step 2 – Raising your complaint with Goldcross
To raise your complaint, you will need to provide any details and correspondence related to the complaint for investigation.
On receipt of a complaint an acknowledgement email will be sent within 10 working days to confirm an investigation will be held. Goldcross aims to complete all investigations and provide a formal response within 14 working days of your complaint acknowledgment date.
To raise a complaint please write to us at: [email protected]
Step 3 – Escalating your complaint
During the complaint process Goldcross 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 remain unhappy with our response please contact you can contact the awarding body directly;
- CITB – [email protected]
- IOSH – [email protected]
- NEBOSH – [email protected]
- NOCN – org.uk/support/nocn-support/quality-assurance
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.
Before escalating your complaint to SQA Accreditation it is recommended that you review the SQA Accreditation – Complaints Handling Procedure.
Tanya Hill
Director of Quality
Goldcross Services
April 2025