Complaints Procedure

1) Purpose

We aim to deliver training and support to a high standard. If something goes wrong, this procedure explains how to raise a complaint and what you can expect from us.

2) What counts as a complaint

A complaint is any expression of dissatisfaction about our services, including:

• training delivery (remote or on-site)
• materials or course content
• communications or responsiveness
• billing or administration
• conduct while delivering services

This procedure does not cover general enquiries or sales questions (use the Contact page for those).

3) Raise it informally first (if possible)

If you can, raise the issue as soon as possible with the person involved so it can be resolved quickly. If it cannot be resolved informally, submit a formal complaint using the process below.

4) How to submit a formal complaint

Email: contact@pivotingtoai.co.uk
Subject line: Complaint – [Your organisation] – [Short summary]

Please include:

• your name, job title, and organisation
• the course/service name and date (if applicable)
• what happened (clear timeline)
• who was involved (if relevant)
• what outcome you want (correction, re-delivery, refund/credit, apology, etc.)
• any supporting evidence (emails, screenshots, agenda, invoice number, etc.)

If you cannot email, write to:
Experienced Training Ltd, 9 Windhill Crescent, Staincross, Barnsley, S75 5BN, United Kingdom

5) What happens next (timescales)

• Acknowledgement: within 2 working days.
• Investigation: normally within 10 working days.
• Outcome: normally within 15 working days.

If the complaint is complex and needs longer, we will tell you why and give a revised date.

6) Possible outcomes

• correction of materials
• a remediation session (remote)
• partial or full re-delivery (by agreement)
• a goodwill refund or credit note (where appropriate)
• process improvements to prevent recurrence

7) Appeal (review of outcome)

If you are not satisfied with the outcome, reply to the outcome email within 10 working days and explain why. We will review and provide a final response within 10 working days.

If we do not hear from you within 10 working days, we will consider the complaint closed.

8) What this procedure does not cover

• Third-party services: issues with third-party platforms should be raised with the provider, unless the issue relates to our training delivery.
• Matters outside our control: issues caused by your organisation’s permissions, devices, network policy, or internal processes (unless agreed in writing).

9) Monitoring / recording

We may monitor or record Teams calls or training sessions for training delivery, customer service, and quality assurance purposes, and to detect or prevent misuse. For more information, see our Privacy Policy.

10) Who we are

• Trading name: PivotingToAI
• Legal entity: Experienced Training Ltd
• Company number: 12549529
• Registered office: 9 Windhill Crescent, Staincross, Barnsley, S75 5BN, United Kingdom
• Email: contact@pivotingtoai.co.uk

11) If you remain dissatisfied

If you are not satisfied with our final response, you may pursue the matter through legal dispute resolution, including mediation or court proceedings, under the exclusive jurisdiction of the courts of England and Wales.