Train’d Up is committed to providing a high quality support service for all our Learner / Customers from initial enquiry through to completion.

This statement will help us monitor our service to you and continually improve that service.

If you wish to comment on this statement or any service offered by Train’d Up, please contact us direct on enquiries@traindup.org or by post to:
Train’d Up (Head Office)
Elmbank Mill
Menstrie Business Centre
Menstrie
FK11 7BQ

Our offices are open 9.00 am – 5.00 pm (Monday to Friday), excluding public & bank holidays, to answer any queries. Outside of these hours an answering service is available where all calls will be picked up the next working day. Train’d Up would like to hear from you if you have any compliments, complaints or suggestions about the services you have received.

Phone: 0845 6029 665
Fax: 0870 850 3397.

WHAT YOU CAN EXPECT FROM TRAIN’D UP:
We will:

• Make the interests of Learners / Customers our priority
• Give prompt, helpful and friendly response to telephone and e-mail enquiries, normally within two working days
• Answer telephone calls within three rings
  Respond to written correspondence within seven working days
  Provide regular news updates on our website to keep you informed of all our latest guidance in all areas
• Maintain full and accessible current information on our pricing, and publish any changes to them as they take place
• Have confidential and secure procedures for storing Learner / Customer information
• Ensure that Learners / Customers are supported by highly trained professional staff who where appropriate undergo Criminal Record Bureau & Disclosure Scotland checks
• Deal with financial transactions within two months
• Make an initial response to compliments, complaints or suggestions within seven working days
• Monitor and quality sample of our training delivery
• Comply in all areas of the UK Data Protection Act
• Comply with all current relevant statutory legislation
• Continue to ensure that we are committed to providing equality of opportunity and treatment for all, and that we will not unlawfully or unfairly discriminate directly or indirectly on the basis of age; colour; disability; ethnic origin; marital status; nationality; national origin; parental status; race; religion or belief; gender; sexual orientation; or length or type of contract (e.g. part-time or fixed-term)
• Provide our clients and customers with the opportunity to comment on all aspects of our service by contacting us at any time.
  

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