Q: I’m interested in a course. Who can I speak to for more information?
A: Each course brochure has the details listed for a dedicated training consultant - please telephone or email them with any questions. Alternatively please call the Customer Services Line on +44 (0) 20 7017 7636 or email
Q: How do I enrol for a course?
A: To enrol you can:
- Visit the course webpage and apply online
- Complete the application form on the course brochure and either email, fax or post it back to the details provided on the form
- Contact the training consultant stated on the course brochure who will assist in your application
Alternatively please call the Customer Services Line on +44 (0)20 7017 7636 or email
firstname.lastname@example.org for assistance.
Q: How can I pay?
A: You can pay by credit card, bank transfer or cheque. Please check the enrolment form for full details.
Q: I haven’t received an invoice. How do I pay?
A: You should have received an invoice by email from our Customer Services Department. If you have not received this within 7 working days of submitting your application for a “Fundamentals” or “Certificate” level course, or 14 working days for a “Diploma” level course, please contact our Customer Services Line on +44 (0) 20 7017 7636 or email
Q: What happens if I want to cancel my booking?
A substitute participant is always welcome at no extra charge prior to the course commencement, but they will be subject to acceptance based on any entry requirements stated in the course brochure.
You may cancel your place on a course by giving notice in writing to the relevant Course Organiser (contact details provided on your application form, or email email@example.com) up to (and including) 7 days from the date we confirm your acceptance to the course and you will not be liable for the payment of any fees and any fees already paid will be refunded. If we receive your notice of cancellation 8 days or more from the date we have confirmed your acceptance to the course you will still receive a refund of your fees already paid, subject to payment by you of a cancellation fee to cover administrative costs, provided such notice of cancellation is received by us before the first day of the course. We regret that no refunds can be given for any cancellation notice received on or after the first day of the course and, in such circumstances, the full fees remain payable by you.
Q: What happens when my course commences?
A: You will be sent full access details to the course website and a course handbook / welcome pack on the day that your course is scheduled to start. Access to course materials prior to this date is not possible.
Q: I’ve already enrolled on a distance learning course. Who can I speak to about my course?
A: Each course has a dedicated Course Organiser. If you have already commenced your course, please check your course handbook / welcome pack in case that provides an answer to your question and for details of who to contact.
Otherwise, please contact:
Q: How do I log-in to my course once I’ve been accepted and have paid?
A: You will be sent full access details to the course website on the day that your course is scheduled to start. This will include the website address for our on-line learning management system and your unique username and password. Please refer to the course handbook / welcome pack that you will also be sent for further details.
Q: I’ve started a course but have forgotten my on-line learning management system password. What do I do?
A: You can click on the “Forgotten your password?” button on the learning management system login screen. Ensure you enter the username and email address used when you were originally set up on the system. If you enter these correctly you will be instantly emailed a new password that you will need to change as soon as you log in (you will be told the password has expired). If you still have problems, email firstname.lastname@example.org and we will manually reset your password, but note this can only be undertaken during UK working hours.
Q: I’m enrolled on a course but my schedule is preventing me from completing it – what can I do?
A: You may be able to defer your studies to a future course enrolment. Please check your course handbook / welcome pack for details and then contact your Course Organiser. Note that limited deferral opportunities exist and that an administrative fee will be charged. An offer to defer your course is always subject to the course being repeated.
Q: What should I do if I no longer wish to be on the marketing mailing list?
A: Please call our database department on +44 (0) 20 7017 7077 or email email@example.com.