Pass Security Training Centre (PSTC) is committed to providing high-quality training and assessment. We value feedback and take all complaints seriously. This policy explains how to make a complaint and what you can expect from us.

1. Purpose

This policy aims to:

• Ensure that complaints are handled fairly, promptly, and consistently.

• Provide a clear procedure for learners, staff, and other stakeholders.

• Enable us to learn from complaints and improve our services.

• Meet the requirements of Highfield Qualifications and the SIA.

2. Scope

This policy applies to complaints about:

• The quality of training or assessment.

• The conduct of trainers, assessors, or staff.

• Administrative processes (e.g., registration, certification).

• The learning environment or facilities.

• Any other aspect of our service.

Complaints about assessment decisions (e.g., a grade you disagree with) should first be raised with your assessor. If unresolved, you can appeal using this policy. If you remain dissatisfied, you may escalate to Highfield Qualifications.

Complaints about malpractice or maladministration (e.g., cheating, fraud, or serious misconduct) will be handled under our separate Malpractice and Maladministration Policy.

3. How to Make a Complaint

You can make a complaint in person, by phone, by email, n writing or by completing below form.

Please provide:

• Your name and contact details.

• The date and nature of the complaint.

• Any relevant evidence or documentation.

• What outcome you are seeking.

Contact details:

• Complaints Contact: [Name/Title]

• Phone: [Phone Number]

• Email: [Email Address]

• Postal Address: [Full Address]

If you need help making a complaint, please ask a member of staff. We can also provide this policy in other formats on request.

4. Complaints Procedure

We aim to resolve complaints as quickly as possible. Our procedure has three stages.

Stage 1: Informal Resolution (within 5 working days)

We encourage you to raise your concern directly with the person involved or your trainer. Many issues can be resolved quickly at this stage. If you feel unable to do this, you can go straight to Stage 2.

Stage 2: Formal Complaint (within 10 working days)

If the issue is not resolved informally, please submit a formal complaint to the Complaints Contact named above. We will:

• Acknowledge your complaint within 2 working days.

• Investigate thoroughly.

• Provide a written response within 10 working days of receiving the complaint.

• If we need more time, we will tell you and give a new deadline.

Stage 3: Appeal (within 10 working days)

If you are not satisfied with the response at Stage 2, you can appeal. Your appeal must be made in writing within 10 working days of receiving our decision.

The appeal will be reviewed by a senior manager not involved in the original complaint. You will receive a written response within 10 working days.

5. What We Will Do

When we receive a complaint, we will:

• Treat you with respect and keep you informed.

• Investigate fairly and impartially.

• Keep a record of the complaint and our actions.

• Provide a clear explanation of our findings.

• Take action to put things right where appropriate.

6. Confidentiality

All complaints are treated confidentially. Information will only be shared with those who need to know in order to investigate and resolve the complaint.

7. Record Keeping

We keep a record of all complaints for 3 years. This helps us monitor trends and improve our service. Records are stored securely and in line with data protection law.

8. External Escalation

If you are not satisfied with our final response, you may escalate your complaint to:

Highfield Qualifications

• Website: www.highfieldqualifications.com

• Phone: 01302 363277

For complaints about SIA licence-linked qualifications, you may also contact:

• Security Industry Authority (SIA)

• Website: www.gov.uk/sia

We will cooperate fully with any external investigation.

9. Review

This policy is reviewed annually and updated as needed. The current version is available on our website.

Last updated: 14/10/2026
Version: 1.0