Customer Service and Complaints Policy

Customer Service and Complaints Policy

To ensure that appropriate guidance is given to all persons accessing training, in line with Guidance Council requirements.  This includes advice on progression routes and other providers if Focus Training cannot fulfil their needs.


To answer the telephone within 4 rings and acknowledge correspondence within 7 working days.
Learners are registered within a month of enrolling with Focus Training.  Certificates and completed portfolios are normally returned to the learner within 2 months.  The learner signs and dates a portfolio release form to confirm receipt of the above.

There is ongoing feedback and customer service contact and Focus aims to respond to any comment or complaint within seven working days.

If you have any comments or complaints please feel free to contact:

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