Policy Statement
If you are unhappy about any aspect of the service of Premier Global NASM please raise your concerns immediately.*

This is the only method of official complaint and must be completed by the actual learner. Premier Global NASM is unable to deal with complaints from a learner’s family, partner or associates unless the learner is under 18.

* If you disagree with an assessment decision made by your trainer/assessor please use the Assessment Appeals procedure below.

Complaints Procedure
There are 3 stages in the complaints procedure and each stage must be fully complete before proceeding to the next one. You are advised to keep copies of all the documents used in the complaints procedure.

Stage 1 (“on-the-spot” solutions)
If you are still completing your course you must first contact your tutor who will ensure that your concerns are dealt with fairly and quickly. You should raise your concerns within 7 days of the matter in question. Your tutor will fully investigate your concerns and address accordingly. If your complaint is about your tutor and it would be inappropriate to discuss the matter with him/her you may begin with Stage 2.

Stage 2
If you are not satisfied with the outcome of stage 1 or if you are no longer on your course please contact the Premier Customer Service Team on 0845 163 1889 or email customerservices@premierglobal.co.uk where your concerns will be investigated. A response will be sent to you within 7 working days.

Stage 3
If you are not satisfied with the outcome of Stage 2 you will need to complete the complaint/appeals form within your Individual Learning Plan (ILP) forwarding to the Customer Service Team at the address below. This may be in writing in the post or via email. You are likely at this stage to be requested to substantiate any complaints or allegations with written factual evidence and/or signed statements from witnesses. This will assist in reaching a speedy conclusion to the complaint. A response to your appeal will be sent to you within 28 days.

If you require an electronic copy of the form please call 0845 163 1889 or email customerservices@premierglobal.co.uk. Alternatively please complete your hard copy and post to the following address:

Premier Global NASM
Ground Floor
Welbeck House
Ermine Business Park
PE29 6XY

Financial Ombudsman Service
If your complaint with Premier relates to a financial service and it is not resolved to your satisfaction, you can get in touch with the Financial Ombudsman Service. The Financial Ombudsman offers a free, independent service helping to settle individual disputes between customers and businesses providing financial services.

The contact details for the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk