Terms of Business & Complaints Procedure

Terms of Businesss:

Payment of invoices:Proforma invoice unless otherwise agreed, in which case the settlement is strictly within 28 days from presentation of invoice

Conditions of booking:In all cases where any discount is given by the Vale Training Group, such discount shall only apply subject to full settlement within 28 days of invoice date – AFTER THIS PERIOD THE FULL AMOUNT (WITHOUT DISCOUNT) SHALL BE REQUIRED IN SETTLEMENT.

Confirmation of course orders: All courses and orders must be confirmed by the customer prior to commencement of any courses, or the dispatch of any order. In cases where training may be completed prior to our receipt of a written confirmation or order, then this completion will be taken as firm acceptance of our confirmation by the customer, and our normal term sof settlement shall apply, notwithstanding the fact that The Vale Training group has not received official written confirmation.

Title of Goods: The Vale Training Group reserves the title of all goods supplied to customers until payment is received in full.

Cancellation Clause: In the event of any cancellation of delegates attending a course, The Vale Training Group require a minimum of 48 hours prior notice, otherwise course fee will be charged, along with accommodation expenses which may be incurred unless another delegate is nominated to attend.

Force Majeure: No responsibility can be accepted for any damage or non-delivery of service attributable to an Act of God, force Majeure, war civil commotion or strikes.

Value Added Tax: All course fees, accommodation, visual aids and goods are subject to V.A.T at the appropriate rate (unless exempt)

Trainability Assessment/Competence Testing: If in the opinion of our course tutors any trainee is considered to be untrainable, they shall be tactfully requested to return to their company, and a nominal fee of 25% of the original course fee would be charged. In cases where a delegate may fail basic practical skill test at the course conclusion, a short period of remedial training would be given and the delegate then re-tested.

Medical Fitness Appraisal: All delegates attending our courses are required to meet the relevant medical standards as laid down by the Employment Medical Advisory Services (E.M.A.S.). Details of these medical requirements are available.

Accommodation/Transport: Unless otherwise stated, courses do not include accommodation. Where required, accommodation can be arranged by the Vale Training Group at various local hotels or guests houses. Transport to and from hotels etc., may be arranged at a nominal extra cost.

Arrivals/Standards/Staff/Instructors: All Courses presented by the Vale Training Group meet the relevant statutory requirements and conform to appropriate approved Codes of Practice. The Vale Training Group staff instructors are experienced, certificated and registered instructors by the appropriate accrediting bodies, and are also fully experiences, trained, tested and certificated operators on the type of equipment for which they give instruction.

Public Liability Insurance: The Vale Training Group are fully covered by Public Liability Insurance

Complaints Procedure:

• On registration, students will be informed of their rights of appeal.

• There should be an informal procedure through which issues of concern to the student can be raised. This may, for example, involve student representation on programme teams and involvement in team meetings, or at an individual level, an informal discussion with a tutor or programme leader.

• If the issue cannot be settled informally, then students should be able to appeal in writing within a given time period to whatever authority is appropriate within the organisation.

• A meeting should be arranged of an appeals panel, the membership of which will be decided by the providing organisation. The student should be able to bring a friend or representative to this meeting and the appeals panel should normally include at least two members not previously involved in the issues.

• Appeals against an assessment decision, or a request for reconsideration should only be made where extra information is submitted by a student about personal circumstances which may have affected his/her performance, or where there is evidence of procedural irregularity. Appeals that challenge the professional judgment of the quality of assessed work should not normally be allowed.

• For individual assessment tasks, recourse by the student to the course tutor should be sufficient, or to the programme team. For overall assessment of performance on the course, the student should appeal to the final assessment committee. In addition, there should be an internal college review body to which the student has final recourse. The review body should be accountable for its decisions through college academic reporting structures.

• Where an appeal has been made on personal circumstances, the matter ends if the final assessment committee confirms its original decision. If the committee decides to amend its original decision, it may seek additional evidence of the student's performance which may be a re-sit, interview or another form of assessment the committee deems appropriate.

• In the case of a procedural irregularity, if the final assessment committee does not modify its original decision, the review body should have the power to annul the decision of the committee. Where it is not possible to reconvene the final assessment committee, the review body should be able to decide on a case.

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