Effective Date: July 2026
Last Updated: July 2026

1. Our Commitment

At Avsec Resilience Ltd, we are committed to providing professional, reliable and high-quality services to every client, learner and business partner.

Whether you are accessing our website, purchasing an e-learning course, attending classroom training, engaging our consultancy services or contacting us for advice, we aim to deliver a professional, responsive and customer-focused experience.

We continually review and improve our services based on customer feedback, technological developments and industry best practice.

2. Our Customer Service Principles

We are committed to:

• Treating every customer with courtesy, professionalism and respect.
• Responding to enquiries promptly and accurately.
• Providing clear and honest information.
• Delivering high-quality learning experiences.
• Protecting customer information.
• Resolving concerns fairly and efficiently.
• Continuously improving our services.

3. Contacting Us

You can contact us using the following methods:

Email

info@avsec-resilience.com

Website

www.avsec-resilience.com

Where possible, please include:

• Your name
• Organisation (if applicable)
• Course name (if relevant)
• Order reference (if applicable)
• A description of your enquiry

This helps us respond more efficiently.

4. Response Times

We aim to respond within the following timeframes:

These are target response times rather than guaranteed service levels.

5. E-learning Support

We aim to ensure that learners can access our online training smoothly.

Support may include assistance with:

• Course access
• Login issues
• Password resets
• Lesson navigation
• Quiz access
• Certificate downloads
• Technical queries relating to our learning platform

Where issues relate to third-party providers, we will provide reasonable assistance but cannot guarantee resolution times outside our control.

6. Classroom and Virtual Training

For instructor-led training we aim to:

• Provide joining instructions before the course.
• Deliver training as advertised.
• Use experienced instructors.
• Maintain a professional learning environment.
• Encourage participation and questions.
• Provide course materials where applicable.
• Issue certificates where completion requirements are met.

7. Consultancy Services

For consultancy assignments we aim to:

• Understand client requirements.
• Maintain confidentiality.
• Deliver work professionally and objectively.
• Communicate progress throughout the project.
• Deliver agreed outputs within agreed timescales wherever reasonably possible.

8. Accessibility and Inclusion

We are committed to providing accessible learning wherever reasonably practicable.

If you require reasonable adjustments, alternative formats or additional support, please contact us before your course or event.

We will consider all requests fairly and work with you to identify appropriate solutions where possible.

9. Feedback

Customer feedback helps us improve our services.

We welcome comments relating to:

• Training quality
• Course content
• Website usability
• E-learning
• Customer service
• Consultancy
• AI tools
• Digital resources

Feedback may be submitted by email or through course evaluation forms where available.

10. Complaints

If you are dissatisfied with any aspect of our services, we encourage you to contact us as soon as possible.

We aim to:

• Listen carefully to your concerns.
• Investigate the matter fairly.
• Respond professionally.
• Resolve issues wherever reasonably possible.
• Learn from complaints to improve our services.

Complaints will normally be acknowledged within 2 business days.

Where an investigation is required, we will keep you informed of progress.

11. Continuous Improvement

Avsec Resilience Ltd is committed to continually improving its services.

We regularly review:

• Customer feedback
• Course evaluations
• Website performance
• E-learning analytics
• AI services
• Learning resources
• Internal processes

These reviews help us maintain high standards and improve the learner experience.

12. Privacy and Confidentiality

We treat customer information with care.

Personal information is processed in accordance with our:

• Privacy Policy
• Website Terms and Conditions
• Training Terms and Conditions

We will only use personal information for legitimate business purposes and in accordance with applicable data protection legislation.

13. Service Availability

While we aim to provide continuous access to our website and online services, there may occasionally be interruptions due to:

• Planned maintenance
• Software updates
• Third-party service providers
• Internet connectivity issues
• Circumstances beyond our reasonable control

We will endeavour to minimise disruption wherever reasonably possible.

14. Policy Review

This Customer Service Policy is reviewed periodically to ensure it remains appropriate, effective and aligned with our business, customer expectations and applicable legislation.

The latest version will always be available on our website.

15. Contact Us

If you have any questions about this Customer Service Policy or require assistance, please contact:

Avsec Resilience Ltd

Website:
www.avsec-resilience.com

Email:
info@avsec-resilience.com

We are committed to providing professional, responsive and customer-focused support and will endeavour to respond to your enquiry as promptly as reasonably practicable.

Our Customer Promise

At Avsec Resilience Ltd, we believe that excellent customer service extends beyond delivering training. We are committed to providing professional support, responding openly and honestly, respecting every customer and continually improving our services. Every enquiry, learner and client matters to us, and we strive to deliver a positive experience at every stage of your journey with Avsec Resilience Ltd.