Your Feedback & Our Commitment
At Regional Safety Group, we are committed to delivering professional, compliant, and high-quality medical, security, and training services. We recognise that feedback, whether positive or constructive, is essential to maintaining the standards we set for ourselves and continuously improving the services we provide.
This page outlines how you can provide feedback, raise a concern, or submit a formal complaint regarding any aspect of our operations. We welcome open communication and treat all feedback seriously, fairly, and in accordance with our internal governance procedures and regulatory requirements.
For learners undertaking our regulated training courses, this page also explains the process for submitting an assessment appeal. We are committed to ensuring that all assessment decisions are transparent, evidence-based, and subject to a clear and impartial appeals process where required.
We aim to resolve concerns promptly, proportionately, and respectfully, ensuring that all parties are treated with fairness, confidentiality, and professionalism throughout.
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I'd like to provide feedback or submit a complaint
We genuinely value your feedback. Whether you would like to recognise excellent service, suggest an improvement, or raise a concern, your input helps us maintain high standards.
If something has not met your expectations, we want to know. All feedback and complaints are taken seriously, reviewed objectively, and handled in line with our internal governance and quality assurance procedures. We are committed to dealing with concerns promptly, fairly, and respectfully, with the aim of reaching a clear and proportionate resolution.
Where appropriate, matters are escalated to senior management to ensure impartial review and oversight. We will acknowledge your submission, investigate thoroughly, and keep you informed throughout the process.
Your voice matters to us, and raising a concern will never negatively impact your access to our services.
View Our Formal Appeals & Complaints Procedure
Click the button below to view our training appeals, complaints and enquiries policy...
Training Enquiries, Complaints & Appeals
We're committed to delivering high-quality training, fair assessment, and an excellent learner experience. Our Appeals, Complaints & Enquiries process ensures that all learners, employers, trainers, and staff have access to a clear, transparent, and regulated route for raising concerns or challenging decisions.
Enquiries About Assessments or Results
If you have a question about your assessment outcome, course result, or any aspect of your training, you must first raise this with us directly.
We will:
- Review the assessment materials and decision-making process
- Verify that procedures were followed correctly and fairly
- Correct any administrative errors identified
- Where necessary, liaise with the relevant Awarding Organisation (AO) for further verification
Our aim is to resolve assessment enquiries promptly and professionally before escalation becomes necessary.
General training enquiries can be submitted via email or phone, and we aim to respond within 2 working days.
Submitting a Training Complaint
We encourage informal resolution wherever possible. However, if a formal complaint is required, it will be:
- Acknowledged within 2 working days
- Logged within our internal governance system (RSG Hub)
- Investigated thoroughly, including review of evidence and relevant records
- Responded to in writing within 10 working days (or an update provided if further investigation is required)
All complaints are reviewed not only to reach resolution but to identify opportunities for continuous improvement in our training delivery, assessment practice, and learner support.
If you remain dissatisfied after receiving our formal response, you may escalate the matter to the relevant Awarding Organisation in accordance with their published procedures and timescales.
Appeals Against Assessment Decisions
If you believe an assessment decision or Centre decision is incorrect or unfair, you have the right to appeal.
Grounds for appeal may include:
- An assessment decision believed to be incorrect
- Assessment procedures not being followed properly
- Issues relating to reasonable adjustments or special consideration
- Administrative errors affecting the outcome
- Centre quality assurance or sanction decisions
All appeals must first be submitted to RSG.
We will:
- Acknowledge your appeal within 5 working days
- Arrange an independent review or reassessment where appropriate
- Document all findings and evidence
- Provide a written outcome within 20 working days (unless further investigation is required)
If you remain dissatisfied following our internal appeal decision, you may escalate the appeal to the relevant Awarding Organisation. Should concerns remain after the AO review, matters relating to process (not academic judgement) may be referred to the appropriate national regulator (such as Ofqual or equivalent).
Transparency & Record Keeping
RSG maintains secure, auditable records of all enquiries, complaints, appeals, evidence reviewed, and outcomes. Records are retained in line with data protection legislation and may be shared with Awarding Organisations or regulators where required.
We are committed to fairness, transparency, and continuous improvement across all training and assessment processes.
Submit Your Feedback
Feedback, Appeals & Complaints
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