1. These terms apply to all business we undertake for you, in particular all PC courses offered by our company. You agree to take our services to you on the terms and conditions that follow By purchasing a service or product and making payment to Action Training, the customer agrees to be bound by these terms and conditions.

2. Ordering from us

2.1 Most orders are placed by telephone or personal visits, We will send you an order acknowledgment by text message, email, or handwritten and copied setting out the course you have booked.

2.2 Our acceptance of an order takes place when we take payment. When we take payment of the purchase contract your will be processed immediately unless we have notified you that we do not accept your order or you have canceled your order.

2.3 We may refuse to accept a booking: (a) where dates are not available; (b) where we cannot obtain authorisation for your payment. (c) if there has been a pricing or product description error; (d) if you do not meet any eligibility criteria set out in our terms and conditions.

2.4 CPC training: Although we will endeavor to advise you to the best of our ability, the ultimate responsibility falls to the Trainee, Before booking a PC course module (either Initial or Periodic) with us, we advise you to check your eligibility for the course, and make y sure that the nature of your daily work does or does not make you exempt from the legislation.
If you wish to cancel your CPC training course you must notify us via telephone at least
24 hours before the course starts.
Failure to inform us that you are not attending will result in you losing your fee for that day
Refunds will only be paid back by showing us proof of payment or if we cancel a course in which case we will give prior notice of at least 24 hours.

3. Pricing

3.1 Where we charge separately for items of the services we provide, that will be explained fully to you or set out on our website

3.2 Our prices are reviewed periodically but you will be told a firm and binding price when you are booked on a course which will not change, however, do check the when booking as, If your original enquiry was some time ago, the price may no longer be current.

4. Cancelation & Complaints policy.
4.1 You have the right to complain about any aspect of our service with which you are unhappy. All complaints regarding any course should be directed to Action Training, customer services, Old Station Road, Stetchford, B33 9AE, and sent in writing.

Complaints and Appeals Policy

The main Objectives of the Action PCV Training is:” That the time learners spend during their training programmes are conducted in a happy and pleasant environment which will result in the achievement of their learning goals”. 

Any complaint is any expression of dissatisfaction by an individual with the quality and content of the course.  Any individual may make a complaint if they feel Action LGV PCV Training has failed in the following aspects of the course:

• Failed to provide a service or an acceptable standard of service or made errors in the manner that the service was provided. 
• Failed to act in a proper way. 
• Provided an unfair service. 

It is important that Action Training are made aware of any issues, which may arise so that it doesn’t develop into a major issue.  Learners should not feel that complaining will jeopardise their results or quality of training that they will receive.  A problem cannot be resolved if no-one is aware that it exists in the first place.  The aim of this Complaints and Appeals Policy is to ensure that there is a means for learners to highlight any issues or problems they may have.  The Company also welcomes positive feedback from the students to enable sharing of good practice and aid continuous improvement.  To achieve these objectives Action Training will adopt the following Processes:

Stage 1 – Informal discussions – with Tutor / Assessor

• If the learner has a complaint / grievance about any aspect of their learning programme or detrimental treatment that they feel they are receiving, they should first discuss the situation with their tutor or assessor. 
• It is anticipated that that majority of concerns will be resolved at this stage, if these are not resolved in a satisfactory manner to the student’s satisfaction the grievance should progress to Stage 2

Stage 2 – Department Manager

• The complaint / grievance to be submitted in in writing to the department Manager. 
• A response to the complaint will be given in 5 working days of the issue of the notification. 
• If not resolved at this stage proceed to Stage 3. 

Stage 3 – Operations or Commercial Director

• The written complaint / grievance to be submitted to the nominated Departmental Director of Action Training. 
• A response will be returned in writing within 5 working days of the notification. 
• If not resolved at this stage, proceed to Stage 4. 

Stage 4 – Managing Director

• Written complaint/grievance to be submitted to the Company Managing Director. 
• The result of the appeal will be notified within 7 working days from the notification. 

Should the complainant remain dissatisfied with the outcome of their complaint they can escalate the complaint directly to the relevant awarding organisation or qualification regulator, details of which will be provided upon request. 

All Complaints and Grievances will be monitored by the Quality & Compliance Department and discussed at management meetings.

This policy is approved and endorsed by the Executive Team and will be reviewed on an annual basis