Active IQ

Active IQ is committed to providing customers with a high

Quality service, thereby ensuring:

• A streamlined and supportive approval process
• Technical support available on a daily basis
• Knowledgeable and supportive External Verification team
• External Verification reports that encourage and support continued organisational development
• A dynamic technical team committed to providing qualifications that are fit for purpose and relevant to the needs of the sector
• Telephone calls and emails answered without delay in a polite, courteous and professional manner
• Value for money
• Centre training days for all qualifications, with CPD points that are recognised by REPS for attendees
• External Assessment results issued to centres within a 10-day period
• Certificates issued within a 15-day period
• High quality resources for all qualifications
• All feedback is responded to in a positive manner
• Personalised training days to meet the needs of individual centres.

We aim to develop positive working relationships with customers to achieve customer satisfaction.

In addition to the Guidance for Centres document, information and updates are communicated regularly to customers via the following:

• Email updates
• Our website
• Training days for centres
• Prospectus

For full details of the Active IQ fees list please visit our website www.activeiq.co.uk. Alternatively, our fees list can be found in the Active IQ prospectus.

It is important that you are happy with the services we provide to enable us to learn from things that go well. Any compliments you may wish to make about what we do or the people who do it will be passed to those concerned.

We welcome constructive comments and suggestions. Your ideas will be listened to and given careful consideration.

It is important to us that you let us know if you are not satisfied.

Anyone is entitled to make a complaint, express dissatisfaction or injustice about any aspect of the service we provide.

We aim to deal with complaints as quickly as possible. This can be done immediately in many cases and without going through a formal procedure. Your concerns may well be resolved by talking directly to the Office Supervisor or Lead External Verifier at Active IQ.

If this is not possible, or you are not entirely satisfied with the outcome, you should submit your complaint, using the appropriate form, to the Director of Active IQ, where you will receive a response within 5 working days. If the nature of the complaint requires an investigation then you will receive an explanation if deadlines are not met.

You can be assured that any financial or personal details will be treated confidentially and there should be no fear that by making a complaint you will be treated adversely or be subject to discrimination or retribution.

By telephone (to complain, in the first instance)

Please contact Carl Bromilow (Lead External Verifier) on carl@activeiq.co.uk or telephone 07725 240 511

Please complete the appropriate form and post or email it to the Director at the following address: You can find the form in Appendix A in our Guidance for Centres Handbook.

Suzy Toseland-Goakes
Executive Director
Active IQ Ltd
Westminster House,
The Anderson Centre,
Ermine Business Park,
Huntingdon,
PE29 6XY

For details of all enquiries and appeals procedures, these can be found in the Active IQ Guidance for Centres Handbook.