Despite our best efforts, there may be a time when you feel our service has not met your expectations, or maybe you feel that your tutor’s support has not been fair or reasonable.

The Gold Standard is 100% committed to listening to our customers’ concerns in an open and helpful manner at all times. We will view any comment as an opportunity to evaluate our service and seek to improve. We will listen carefully to your concerns and do everything possible to resolve the issue in an appropriate way.

If you have any concerns regarding our overall service, then please e-mail us:, or talk to your tutor when they visit. As an apprentice, you may prefer to discuss any issues with your employer, and then they can discuss your concerns with us on your behalf.

If you wish to complain against any decision, or about any exam arrangements or results, then please refer these to your nominated Internal Quality Assurer.  Contact details for this person will have been given to you at your induction. If in doubt, please contact us on: 07989 355 252 or email:

Your complaint will be acknowledged within 24 working hours by e-mail or by telephone. We will then work with you to resolve your complaint within 10 working days.

Should you feel that we have not handled your complaint satisfactorily, then you will be supported in making a complaint directly to the relevant assessment body.