​Terms and Conditions

Payment

When a delegate is booking on a training course they are required to complete a booking form and confirm authorisation to be invoiced. Once the booking is processed we will issue an invoice that must be paid within our 30-day payment term or if the booking is within this period, five working days before your courses is due to start. We no longer accept purchase orders for a course that is starting within 30 days. Once a delegate is issued with an invoice they are liable for the course fees and if they wish to transfer or cancel this booking we need to receive notification of this clearly in writing which is subject to our cancellation and transfers policy in our Terms and Conditions.

If a payment is not received within the above payment period we will cancel the delegates booking. If a delegate does not attend a course and we have not been previously informed of a cancellation or transfer and/or the cancellation or transfer is outside of our Terms and Conditions, we will not issue a refund.

We strongly advise that you make payment arrangements for your course in advance of making your booking.

Payment can be made by the following methods:

Credit card

We accept Visa, Mastercard, American Express and Maestro. You can include your credit card details on the booking form, or provide them to us by telephone on +44 (0)20 7245 8600.

BACS transfer

You can pay by direct transfer to the following account:

Account name: The Chartered Quality Institute
Account number: 00231866
Sort code: 30- 98-97
Branch: Lloyds Bank plc, Butler Place branch, Butler Place, Caxton Street, London SW1H 0PR

Cancellations/transfers

In the event of cancellation or transfer, the CQI will charge the client the following:

1. £35 plus VAT is payable for services if cancellation/transfer is received by CQI 31 days or more prior to the scheduled date of commencement of the course
2. 100 per cent of the total fee payable for services if cancellation/transfer is received by CQI less than 30 days prior to the scheduled date of commencement of the course

The CQI may cancel or suspend a training course as a result of events beyond the CQI's reasonable control. In the event that the CQI exercises this right to cancel, the client shall be entitled to a refund of the fees already paid to the CQI or a free transfer to the next available course with respect to such cancelled training courses/events.

Replacements

A substitution of a course delegate can be made at any time at no additional charge.

CQI notes for training delegates

• Please note that a 'Certificate of attendance' is issued to delegates who fully attend all parts of the course that covers the course learning objectives.
• Delegates who are on the QMP programme must fully attend the courses to cover and meet all course learning objectives, in order to receive a 'Certificate of training in quality management practices', which is issued after completion of their last course. This certificate will list all of the courses that they have completed.
• The course certificates for both internal and external auditor training courses identifies the meeting of course learning objectives by means of a 'Certificate of successful completion'. Delegates who do not meet all course learning objectives, but have been in attendance, receive a 'Certificate of attendance'.

Procedure for handling complaints

Step 1: How to make a complaint

Please complete our complaints form and address your complaint to the training manager. We accept complaints electronically, by post and by phone +44 (0)20 7245 8600 (if made by phone we may ask you to provide further written evidence). To ensure we address your complaint fully please ensure you provide us with all relevant information. This should include:

• Your name and address
• Your membership number (if applicable)
• The course/event your complaint relates to
• The full details of your complaint (with any supporting documentation you may have that is relevant)

Step 2: Investigating your complaint

We will acknowledge receipt of your complaint within three working days of receiving it.

We aim to have completed our investigation and issue our formal response within five working days from acknowledgement. When acknowledging your complaint we will provide you with a reference number for your records. Where complaints are considered complex or includes a range of issues, the time taken for our investigation may be extended, however we will keep you informed if this is likely to occur. Where such instances do occur we commit to addressing your complaint within 28 days from acknowledgement.

If you are not happy with the outcome of our investigation you have the right to escalate your complaint in writing to the executive director of membership.