If, having exhausted the Registered Firm's internal complaints process, a consumer is still not satisfied, they should complete and submit Helix Training's online Consumer Complaint Form. This can be found by clicking on the link below:
In addition to submitting the online complaint form, the consumer should scan and email any supporting documentation (eg: Contract, Terms and Conditions, Correspondence, photographic evidence etc.) to: firstname.lastname@example.org or post it to the address below and a member of the Helix Training team will be in touch.
Helix Training Ltd
40 Rushworth Street
London, SE1 0RB
As part of the investigation, Helix Training is required to contact the TrustMark Registered Firm and establish a view of the situation from both parties.
Please note that Helix Training will investigate complaints about standard of work and customer service in line with TrustMark's Core Criteria.
If a complaint relates to Products and Materials, it should be directed to the TrustMark Registered Firm who will raise the matter with the supplier/manufacturer.
As a TrustMark Scheme Operator, Helix Training will attempt to resolve the complaint in liaison with both parties and will confirm its decision in writing. If the consumer disagrees with Helix Training's decision, the option to appeal or progress to Stage 3 is available.