Customer Service Policy
1. Our Commitment
At Avsec Resilience Ltd, we are committed to delivering high-quality training services and ensuring that all customers, learners, and partners are treated with professionalism, courtesy, and respect. Our aim is to provide a positive learning experience, whether you attend in person, virtually, or via distance learning.
2. Service Standards
We will:
Respond to all general enquiries within 2 working days.
Acknowledge written complaints within 5 working days and aim to resolve them within 20 working days.
Provide clear information about course content, pricing, dates, and requirements before you book.
Issue joining instructions for in-person and virtual courses at least 7 days prior to the course start date (unless booked at shorter notice).
Provide certificates of completion within 20 working days of course completion, subject to payment and assessment requirements being met.
Ensure trainers are appropriately qualified, experienced, and prepared.
3. Equality, Diversity, and Inclusion
We are committed to providing equal opportunities in all training and customer interactions. We will:
Ensure no learner or customer is treated less favourably because of age, disability, gender, race, religion, sexual orientation, or any other protected characteristic.
Make reasonable adjustments to accommodate learners with additional needs, where notified in advance.
4. Health, Safety, and Wellbeing
For in-person courses, we will provide safe, accessible training environments and comply with relevant health and safety regulations.
Learners are expected to follow health and safety instructions and behave appropriately during training.
5. Accessibility and Support
We aim to make our services accessible to all. If you require adjustments (e.g., large-print materials, specific seating arrangements, or additional breaks), please let us know at the time of booking or as early as possible.
6. Feedback
Your feedback helps us improve. We will invite you to complete feedback forms at the end of each course. Feedback may also be sent at any time to info@avsec-resilience.com.
7. Complaints
If you are dissatisfied with our services, please follow this process:
Raise the issue informally with your trainer or our team during the course if possible.
If unresolved, submit a written complaint to info@avsec-resilience.com.
We will acknowledge your complaint within 5 working days and aim to provide a full response within 20 working days.
If you remain dissatisfied, you may request an internal review by a senior manager.
8. Continuous Improvement
We regularly review our services, policies, and procedures to ensure we continue to meet customer needs, industry best practices, and legal requirements.
9. Contact Details
Avsec Resilience Ltd
Email: info@avsec-resilience.com
Tel: +44 8081 688339
Registered office: Chiltern House, 45 Station Road, Henley on Thames, Oxon, RG9 1AT, United Kingdom.
