Complaints & Appeals Policy

We always aim to provide a high standard with respect to the delivery of our PRINCE2® courses and our conduct. Our customers’ views are important to us and help to ensure our courses are consistently meeting our learner’s needs. If you are unhappy with any of our PRINCE2® courses or service, it is important that you let us know.
 
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
 
How to Make a Complaint
 
All complaints must be posted to the following address and sent via recorded post:
 
Managing Director
Hudson Courses Limited
86-90 Paul Street
London
EC2A 4NE
 
How We Handle Complaints
 
The Managing Director (MD) will be responsible for investigating your complaint. They will also provide you with details on the outcome of the complaint. To maintain confidentiality, this will either be conducted via the post or from their own personal email account. The MD has enough seniority and experience to deal with complaints.
 
Once your complaint has been received, the MD will acknowledge receipt and respond to you within 14 working days. This will allow them sufficient time to investigate your complaint and compose a response. The response will detail the following:
 
1. A summary of your complaint.
2. Details of the findings.
3. Any action the MD has taken.
4. Proposals to resolve your complaint.
 
Time Limits
 
You should lodge your complaint as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, the MD may not be able to investigate properly. Notwithstanding, they will still consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
 
The Outcome
 
If you are not happy with the outcome of your complaint, you can refer your complaint directly to PeopleCert at Customer Services, PeopleCert, 121 Sloane Street, London, SW1X 9BW.

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