Complaints Procedure
EDWartens UK (a trading name of Wartens Ltd) is committed to providing excellent training and services. If something has gone wrong, we want to hear about it so we can put it right.
Last updated: March 2026
Our Commitment
We take all complaints seriously and aim to resolve them fairly, promptly, and transparently. All complaints are treated confidentially and will not affect your access to our services or training programmes. We use feedback from complaints to improve our services continuously.
Response Timelines
- Acknowledgement: Within 2 business days of receiving your complaint
- Full Response: Within 10 business days of receiving your complaint
- If we need more time, we will notify you of the revised timeline and keep you updated throughout
Stage 1: Informal Resolution
We encourage you to raise any concerns informally in the first instance. Many issues can be resolved quickly this way.
- -Speak directly to your instructor, trainer, or the relevant staff member involved
- -Explain the issue and what outcome you are looking for
- -The staff member will try to resolve your concern on the spot or within 2 business days
If you are not satisfied with the outcome of Stage 1, or if you prefer not to raise the matter informally, you may proceed directly to Stage 2.
Stage 2: Formal Written Complaint
If your concern has not been resolved informally, you can submit a formal written complaint to management. Please include:
- -Your full name and contact details
- -A clear description of your complaint
- -Relevant dates, names of staff involved, and any supporting evidence
- -The outcome you are seeking
- -Details of any informal resolution attempts (if applicable)
Send your formal complaint to:
We will acknowledge your complaint within 2 business days and provide a full written response within 10 business days. Our response will include the findings of our investigation and any actions we propose to take.
Stage 3: External Escalation
If you remain dissatisfied after completing Stage 2, you have the right to escalate your complaint to an external body. You may contact:
Citizens Advice
Free, independent advice on consumer rights and how to take a complaint further.
www.citizensadvice.org.ukTrading Standards
You can report concerns about trading practices to your local Trading Standards office via Citizens Advice Consumer Service.
Helpline: 0808 223 1133
Additional Information
Confidentiality
All complaints are handled in strict confidence. Information is only shared with those who need to know in order to investigate and resolve the complaint.
Record Keeping
We maintain records of all formal complaints and their outcomes. These records are kept securely and used to identify trends and improve our services.
Accessibility
If you need help making a complaint or require this procedure in an alternative format, please contact us and we will do our best to accommodate your needs.
Legal Entity
EDWartens UK is a trading name of Wartens Ltd, a company registered in England and Wales. CRN: 15262249 | VAT: 473020522 | D-U-N-S®: 231167762. Registered Office: 8, Lyon Road, Milton Keynes, MK1 1EX.