Feedback & Complaints Policy

HSE Counsel values feedback from all clients, learners, and participants, whether they are new or existing, as it plays a vital role in maintaining and improving the quality of our training, consultancy, and advisory services. We encourage clients and learners to provide constructive feedback regarding course content, delivery, materials, or consultancy engagements. Feedback helps HSE Counsel identify areas of excellence, highlight opportunities for improvement, and ensure that our services continue to meet the highest professional and regulatory standards.

Clients and learners who wish to raise a complaint regarding any aspect of our services should do so promptly and in writing, providing sufficient detail to allow HSE Counsel to investigate the matter thoroughly. Complaints may relate to training delivery, consultancy advice, materials, administration, conduct, or any other aspect of engagement. HSE Counsel treats all complaints seriously and will respond in a timely and professional manner, aiming to resolve concerns efficiently and fairly.

HSE Counsel will acknowledge receipt of a complaint within a reasonable timeframe and will keep the complainant informed of progress during the investigation. Where appropriate, remedial actions may include clarification, additional guidance, adjustments to services, or, in limited cases, reconsideration of fees or certification. While every effort will be made to resolve complaints to the satisfaction of the client or learner, HSE Counsel retains discretion over the outcome, and all resolutions will be consistent with our Terms and Conditions, policies, and legal obligations.

By engaging with HSE Counsel, clients and learners acknowledge their right and responsibility to provide feedback and raise complaints, and also agree to cooperate in providing accurate information to support any investigation. This Feedback & Complaints Policy applies to all services, whether training, consultancy, or assessments, and is relevant to both new and existing clients. It forms an integral part of our commitment to continuous improvement, professionalism, and transparency in all interactions.

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Where Does PUWER Apply?.

PUWER places duties on:

  • Employers – must ensure work equipment is suitable, maintained, inspected, and used safely.
  • Employees – must use equipment correctly and report faults or unsafe conditions.
  • Self-employed persons – must ensure any equipment they use is safe and suitable.
  • People in control of premises (e.g., landlords, contractors) – may also have responsibilities where they provide or manage equipment.