We aim to resolve concerns fairly and promptly. Effective date: 25 September 2026. Complaints are handled by Joe McMahon at Pitstone Training Ltd.
What this procedure covers
This procedure covers concerns about course information, customer service, orders, invoices, enrolment, access, platform support, course records, certificates, refunds and the way Pitstone has handled personal information. It does not replace an assessment appeal or another formal process that may apply to a particular recognised course.
Resolving a problem informally
Many issues can be resolved quickly as a support query. Contact Pitstone with the order number, learner details and a clear description of the problem. Asking for help will not affect the customer's or learner's rights.
Making a formal complaint
Email info@pitstonetraining.co.uk or write to Pitstone Training Ltd, 118 Westfields, Stanley, England, DH9 7DF. Explain what happened, when it happened and the outcome you would like. Include your contact details, order or invoice reference and relevant evidence if available. You do not need to provide every item before we will consider a complaint.
If a complainant needs help putting the complaint in writing or requires a reasonable adjustment, they should tell us and we will try to provide an accessible way to communicate.
Acknowledgement and investigation
Pitstone will normally acknowledge a formal complaint within five working days. We will review the relevant correspondence, order, enrolment, platform and course records and may ask for more information. Where the issue involves a learning, certificate or technical system, we may need to share relevant details with Highfield or another service provider so the issue can be investigated.
Our response
We aim to provide a written outcome within 20 working days of receiving the complaint. The response will summarise the issue, explain the information considered, set out our findings and describe any action or remedy. If more time is needed, we will explain why and provide a revised response date.
Requesting reconsideration
If you remain dissatisfied, contact Joe McMahon and explain what you believe was missed or decided incorrectly, including any new information. Please do this within 10 working days where possible; tell us if you need longer. Joe will reconsider the complaint and aim to respond within 10 working days. Pitstone currently has no separate internal reviewer, so this is not an independent appeal. These targets do not restrict your legal rights or access to external advice.
Consumer advice and dispute resolution
You can seek independent advice from the Citizens Advice consumer service at www.citizensadvice.org.uk. If a complaint remains unresolved, our final response will explain any applicable alternative dispute resolution route and whether we are required or willing to participate. You retain your right to use the courts.
Data protection complaints
For a complaint about personal information, contact info@pitstonetraining.co.uk. We aim to acknowledge it within five working days and will in all cases do so within 30 days. We will investigate appropriately, keep you informed and communicate the outcome without undue delay. You also have the right to complain to the Information Commissioner’s Office; see our Privacy Notice.
Complaint records
We will keep a proportionate record of the complaint, evidence, decisions, correspondence and any action taken. Complaint records will be handled confidentially and shared only where necessary to investigate, resolve, comply with law or protect legal rights.
Fair treatment
A customer or learner will not be disadvantaged for raising a genuine concern. We may manage contact or decline to investigate repeated or abusive communications where they do not raise new information, but we will not use this to avoid considering a genuine complaint.