Qs Assistant - For Employers

Complaints Handling Procedure (CHP)

Last updated: 10 July 2026

1. Our Commitment

QS Assistant Ltd ("QS Assistant", "we", "us" or "our") is committed to providing high-quality services and maintaining the highest standards of professionalism, integrity and customer care.

We recognise that, despite our best efforts, concerns or complaints may occasionally arise.

We are committed to resolving complaints promptly, fairly, transparently and efficiently.

This Complaints Handling Procedure ("CHP") has been established in accordance with the requirements of the RICS Rules of Conduct for regulated firms and applies to all complaints received in relation to services provided by QS Assistant Ltd.

2. Purpose

The purpose of this CHP is to ensure that:

complaints are taken seriously;

complaints are investigated fairly and objectively;

complainants are treated with respect;

complaints are resolved as quickly as reasonably practicable;

lessons are learned to improve our services; and

where a complaint cannot be resolved internally, access to an independent Alternative Dispute Resolution (ADR) process is available.

3. Scope

This CHP applies to complaints relating to services provided by QS Assistant Ltd, including:

online educational services;

subscriptions;

assessments;

CPD certificates;

customer service;

administration;

billing;

technical support; and

any other service provided directly by QS Assistant Ltd.

4. What Is a Complaint?

A complaint is an expression of dissatisfaction, whether oral or written, about the standard of service provided by QS Assistant Ltd, where the complainant expects a response or resolution.

General feedback, suggestions or enquiries are not normally treated as formal complaints unless the individual requests that they be handled under this procedure.

5. Stage One – Internal Complaint Handling

Complaints should be submitted in writing wherever possible.

Please include:

your full name;

your contact details;

your QS Assistant account email address (if applicable);

a description of the complaint;

relevant dates;

any supporting documentation; and

the outcome you are seeking.

Complaints should be sent to:

Complaints Officer

QS Assistant Ltd

Email: [email protected]

Acknowledgement

We aim to acknowledge receipt of your complaint within five (5) working days.

Investigation

Your complaint will be investigated by an appropriate individual who has sufficient authority and experience to deal with the matter fairly and objectively.

Where additional information is required, we may contact you during the investigation.

Response

We aim to issue a full written response within fifteen (15) working days of acknowledging your complaint.

Where this is not reasonably possible due to the complexity of the matter, we will:

explain the reason for the delay;

provide an update on progress; and

advise when you can expect our final response.

6. Stage Two – Independent Alternative Dispute Resolution (ADR)

If you remain dissatisfied after receiving our final written response, or if more than eight (8) weeks have passed since your complaint was first made and it has not been resolved, you may refer the complaint to an appropriate independent Alternative Dispute Resolution (ADR) provider.

The ADR provider will be independent of QS Assistant Ltd and will consider the complaint impartially.

Details of the ADR provider applicable at the time of the complaint will be provided upon request or included with our final written response where appropriate.

Participation in ADR does not affect your legal rights.

7. Our Complaints Principles

When handling complaints we will:

acknowledge complaints promptly;

treat complainants fairly and courteously;

investigate objectively;

maintain confidentiality where appropriate;

keep complainants informed of progress;

provide clear written outcomes;

learn from complaints to improve our services.

8. Confidentiality

Complaint information will be handled confidentially and will only be shared with individuals who require access in order to investigate or resolve the complaint.

Personal information submitted as part of a complaint will be processed in accordance with our Privacy Policy and applicable data protection legislation.

9. Record Keeping

QS Assistant maintains records of complaints in order to:

monitor service quality;

identify recurring issues;

improve procedures;

comply with regulatory obligations where applicable.

Complaint records will be retained only for as long as reasonably necessary and in accordance with our data retention procedures.

10. Continuous Improvement

Complaints are reviewed periodically to identify opportunities to improve:

customer service;

educational content;

platform functionality;