Complaints: which door to knock on
Two organisations are involved in your journey from this page to a certificate, and each is answerable for its own part. This page tells you which one to write to, and what happens if their answer does not satisfy you.
Route oneAbout this site, or about our advice
If something on this site is inaccurate, misleading or offensive; if we have given you advice you believe was wrong or slanted; if an enquiry went unanswered or a referral was made that you did not ask for; if you think we have handled your details badly: those are complaints about LearnLoom Consultants, the publisher, and we answer them ourselves.
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Write to the responsible person
Use Enquiry form with "Complaint" in the subject, marked for the attention of Education adviser, LearnLoom Consultants, or write to the registered address on the contact page. Say what happened, when, and what you would like done. We acknowledge within five working days@if (op.ShowOfficeHours) {
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Ask for a review
If the reply does not resolve it, ask within ten working days for a review by a director of LearnLoom Consultants who was not involved in the original advice or reply. The reviewer's decision, given within a further twenty working days, is our final response. It will also say whether we have put the matter to LSPM, which has an interest in how its agents behave and can withdraw an agent's authority under the agent agreement; you may go to LSPM directly about our conduct at any stage.
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Beyond that
Because this site markets to UK learners, UK rules apply to it wherever we are based. Advertising and marketing complaints can be made to the Advertising Standards Authority; concerns about how your personal data was handled can be made to the Information Commissioner's Office, or to the Privacy Commissioner for Personal Data in Hong Kong; concerns about a misleading commercial practice can be reported to Citizens Advice, which passes them to Trading Standards.
Factual errors on the site are corrected as soon as they are verified against the specification or the Ofqual register, whether or not a formal complaint is made.
Route twoAbout teaching, assessment, admissions, fees or certificates
Once you have applied, everything about the course belongs to London School of Planning and Management: how you were treated during admission, the quality of teaching and tutorial support, the timetable, marking and feedback, extensions and adjustments, the fee, refunds, and the issue of your transcript and certificate. We have no authority over any of it and cannot investigate it. Complaints on those subjects go to LSPM under its own published complaints procedure, which it must have as a condition of its approval by OTHM and Qualifi, and which it gives to every enrolled learner.
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Use LSPM's procedure
Ask LSPM for its complaints and appeals policy if you do not have it; its admissions team is at LSPM's website, Office 7, 35-37 Ludgate Hill, London, EC4M 7JN. Follow the stages it sets out, in writing, and keep copies. Appeals against an assessment decision are a separate procedure from complaints about treatment, and LSPM's policy will describe both.
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Then the awarding body
If LSPM's final response does not satisfy you and the matter concerns a regulated qualification, OTHM and Qualifi each operate a complaints procedure for learners at their approved centres, and each has an appeals procedure for assessment decisions. Both are available only after the centre's own procedure is exhausted. Their current contact details are on their websites; we will point you to the right page on request.
the awarding bodies do not review a centre's commercial decisions, such as fees or refunds, which fall under consumer law and the terms LSPM issued with your offer.
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Tell us as well, if you wish
We cannot resolve a complaint about LSPM, but we would like to know about it. If we refer people to a centre whose learners are unhappy with it, that is something we need to weigh, and something we will raise with LSPM under our agreement.