Complaints Procedure

Complaints

We aim to maintain high standards, but sometimes things go wrong. If you’re unhappy with any aspect of SI Network (UK & Ireland) Ltd, please tell us - your feedback helps us put things right and improve.

Accessibility

Let us know if you need information in a different format (e.g., large print) or any reasonable adjustments to use this process.

What counts as a complaint

Any expression of dissatisfaction about our services, staff, processes, or decisions that requires a response.

What you can complain about

Examples include:

  • course or service quality

  • customer service or communication

  • cancellations, postponements, or changes

  • billing, payments, refunds

  • booking/website issues affecting access

  • conduct or behaviour of our staff/representatives

  • administrative errors (e.g., records, certificates)

What this process doesn’t cover

  • staff/contractor/volunteer grievances (separate internal processes)

  • matters mainly controlled by third parties (we may signpost)

  • complaints linked to legal proceedings (may need legal handling)

  • academic/assessment appeals (please use the Sheffield Hallam University Complaints procedure)

When to complain

Please raise your complaint as soon as possible and, where possible, within 3 months of the issue (or when you became aware of it).

Possible outcomes

Depending on the circumstances, outcomes may include an explanation and/or apology, correcting an error, practical resolution, a refund/credit (where appropriate and in line with our terms), or service improvements.

We may not be able to share confidential information (including personal data about others) or provide internal HR/disciplinary details.

Stage 1: Make a complaint

Email: [email protected]
Subject: Complaint – Stage 1 (include your name)

Post:
Director of Business Operations
SI Network (UK & Ireland) Ltd
International House, 61 Mosley Street
Manchester, M2 3HZ, UK

Please include: what happened, when/where, who was involved (if known), what outcome you’re seeking, your contact details, and any adjustments you need.

We will:

  • acknowledge email complaints within 48 hours (and postal complaints within 5 working days)

  • aim to provide a full response within 4 weeks (or update you if more time is needed)

Stage 2: Ask for a review

If you’re not satisfied with the Stage 1 response, you can request a review.

Email: [email protected]
Subject: Complaint – Stage 2 Review (include your name)

Post:
Chair, SI Network (UK & Ireland) Ltd
International House, 61 Mosley Street
Manchester, M2 3HZ, UK

We will:

  • acknowledge within 5 working days

  • provide a Stage 2 response within a further 10 working days

Follow-up

We may contact you within one month of closure to check satisfaction and learn lessons for improvement.