Information on making a complaint

We are committed to providing a professional, efficient and helpful training service to all of our clients. If, however, you believe that things have gone wrong and are dissatisfied with our service in any way, we want you to tell us. We’ll then resolve your complaint, and try to ensure it doesn’t happen again. This procedure tells you how to make a complaint about any of our training services.

How do I make my complaint?

You may be able to resolve your complaint by taking it up immediately with the individual trainer concerned, or by calling your account manager on 0208 8500204.

But if not, you can write to our head office (46 Lingfield Crescent, London SE9 2RJ), or email us at

You can also telephone us on 0208 8500 204, although you may be asked to put the details of your complaint in writing.

What should I include in my complaint?

You should include:

  • Your name (and company name if appropriate)
  • Your address and contact details
  • The name and date of the course you attended
  • Copies of any relevant correspondence about the complaint
  • The name of the person conducting the course you attended
  • Details about what has gone wrong or has not been handled properly
  • An explanation of how you would like us to resolve your complaint.

What will happen next?

We will respond in writing or email to your complaint within 10 working days of receiving it. If this isn’t possible, we will, within 5 working days, send you an acknowledgement explaining why we cannot provide you with an immediate response, including details of when you can expect a full reply.

We recognise that each complaint is different and that we will need to deal with each one in the most appropriate way. Therefore, our target is to address all complaints within 10 working days. All complaints are logged and then tracked to completion.

What if I am not satisfied with the initial response?

If matters still cannot be resolved, you can write to the CPD Standards Office, asking them to review your complaint. In-house Video agrees in advance to accept any ruling by the CPD Standards Office as being fully binding.

What can I expect?

We aim to provide a high standard of service but, unfortunately, there may be times when we make a mistake. If this happens you are entitled to expect any one, or a combination, of the following: an apology; an explanation; an assurance that the same mistake will not happen again; details of the action we have taken to put things right.

You may also be entitled to financial compensation and/or alternative training courses/services. Each claim is considered on its individual merits.

Users’ views

One of the best ways we can continue to improve our service is by listening, and responding, to our clients views. As well as learning from your complaints, we welcome any comments or suggestions you may have on how we can improve our services. Equally, we would like you to tell us when we get it right, so that we can maintain our good practices.

Please send any comments to us at