If your training provider is not responding, please contact our Customer Services Team at [email protected]
Include the following details in your email:
- Your full name.
- Your date of birth.
- The issues you’ve been facing.
- The dates and methods of communication you’ve attempted.
We will contact your training provider on your behalf and encourage them to make contact with you.
If you believe your training provider has closed, please contact our Customer Services Team at [email protected]
Include the following details in your email:
- Your full name.
- Your date of birth.
- The issues you’ve encountered.
- Your attempts to contact the training provider.
We will try to confirm the status of your training provider and, if necessary, follow our Centre Closure Procedure. We will advise affected students on a case-by-case basis.
Active IQ is the awarding body for qualifications and not a training provider.
If your training provider has closed, we will work with you to:
- Identify the best course of action for your individual circumstances.
- Explore possible solutions.
Please note, you may need to find an alternative training provider to complete your qualification.
Active IQ does not handle payments made to training providers, so we cannot assist with financial compensation or refunds.
To understand your rights as a consumer, we recommend contacting the Citizens Advice Bureau or Trading Standards for support.
While Active IQ centres are required to adhere to our Quality Charter and Approved Centre Guidelines, training providers may sometimes close unexpectedly.
To file a complaint:
- Exhaust the training provider’s Complaints Policy first. Ensure you have evidence of this process.
- If unresolved, contact Active IQ to escalate the issue through our Centre Complaints Policy.
We will do our best to help resolve the issue amicably.
For any other queries, please contact our Customer Services Team at [email protected]
Provide as much detail as possible so we can support and guide you effectively.