Complaints Procedure


This document sets out Active X Backs’ complaints policy and procedure and is aimed at our learners and all interested parties who encounter a direct or indirect service from Active X Backs. Active X Backs values the learners who undertake our course. Our aim is for you to experience a great automated content delivery process that ensures efficiency of delivery, enabling you to learn at your own convenience. We value honesty, a good work ethic, clear guidelines and supporting each other in our learning journey.

Therefore, it is important should you feel you have encountered a level of service that is below your expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons appropriate to improving service level expectations.

Scope of the policy.

This policy covers complaints that learners and members of the public may wish to make in relation to the qualifications offered by Active X Backs.

It is not to be used to cover enquiries about services offered by Active X Backs or appeals in relation to assessment decisions made by Active X Backs. These areas are covered by our Appeals Policy. Should a complaint be submitted which is in fact an appeal we will respond to inform the relevant party that the issue is being considered in accordance with our Appeals Policy.

If you are unhappy about the way an assessment was delivered and conducted and you suspect malpractice and/or maladministration may have occurred you should send your concern to us in accordance with the arrangements in our Malpractice & Maladministration Policy. This should occur as soon as possible to protect any associated evidence that may form part of your complaint.

How should I complain?

Stage 1. All Active X Backs staff are trained to support our customers and are all keen to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with your problem initially.

Stage 2. If they cannot help or you wish to speak to someone else please contact our Clinical Director Gavin Routledge, who will email you a receipt for your complaint within 5 working days and will respond with a solution for your complaint within 20 working days. Where it is not possible to offer a solution within 20 working days you will be notified of the time scaled action plan.


Stage 3. If stage 2 is not possible, or if you are not satisfied with the help provided by the Clinical Director, please contact CIMSPA directly if you feel there was a significant breach by Active X Backs of CIMSPA’s various procedures. Contact details can be found on CIMSPA’s website…


Confidentiality and whistleblowing

Sometimes a complainant will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to us. If you are concerned about possible adverse consequences please inform us that you do not wish for us to divulge your identity.


What happens if my complaint is upheld?

If any part of your complaint is upheld we will of course respond to the complainant accordingly and give due consideration to how we can improve our service and arrangements. For example, by reviewing our procedures to assess the impact on our arrangements and assessment process (if relevant) or arranging for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behavior of our staff is deemed inappropriate.

In situations where a complaint has been successful, or where an investigation following notification from CIMSPA indicates a failure in our processes, Active X Backs will give due consideration to the outcome and will, as appropriate, take actions such as:

  • Identify any other learner, who has been affected by that failure
  • correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure
  • ensure that the failure does not recur in the future
  • compensate the learner if Active X Backs has found it has compromised its own terms and conditions that form part of the contract between us and the learner in question



If you have any queries about the contents of the policy, please contact our support team on: 0131 221 1415