Complaints & Suggestions

ONTI welcomes both complaints and suggestions. Telling us when something has gone wrong, or how it could be better, is how the institute improves.

How we handle what you send us

Every complaint is considered fairly and on its evidence.
Your complaint is treated confidentially and seen only by the staff who need to handle it.
Making a genuine complaint will never count against you, your registration, your assessment or your certificate.
Suggestions are reviewed as part of our service improvement, and accepted ones are followed through to a result.
You will receive a reference number as soon as you submit, and you can use it to follow progress.
If you are not satisfied with the outcome, you may ask for an internal review.

No account or registration is needed.

Request type *

Complaint Suggestion

Full name *

I am a *

Email address

Mobile number

Category *

Preferred contact method

Related programme or service

Subject *

Details *

Attachments

5 max · PDF, JPG, PNG, DOC, XLS

I confirm the information above is accurate, and I agree that ONTI may use it to handle this request.

Stage	What happens	Target
1 — Receipt & acknowledgement	Receive, register and acknowledge the complaint.	2 working days
2 — Initial review & assignment	Classify, prioritise and assign to a responsible person.	3 working days
3 — Investigation	Review the evidence, the records and any relevant information.	10 working days
4 — Decision	Record the finding, the rationale, the remedy and any required actions.	Within the applicable target
5 — Communicating the outcome	Inform the submitter and record what was said.	Promptly after the decision
6 — Escalation / independent review	An internal or independent review where the matter is unresolved.	15 working days
7 — Corrective action	Address the root cause and put preventive measures in place.	By the corrective action target date
8 — Closure	Confirm the resolution, the communication and the evidence for closing.	Once the closure conditions are met