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Seb Anthony

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Re: Ethical practice in dealing with customer complaints?


I have recently been involved a complaint against a large training provider offering the CIPD’s Certificate in Training Practice qualification.

The training provider has acknowledged several time that they have had problems, issues etc and did offer a full refund as long as I agreed to a full gagging order (websites, forums, blogs etc) along with another condition which due to various reasons I will leave out of this equation.

I turned down this offer; and I was wondering what other people felt like with regards to dealing with customer complaints? Is this a valid response?

Andrew Miller

Andrew Miller

4 Responses

  1. Balderdash
    I’d say that a complaint isn’t of the same magnitude as legal case and therefore the offer of a gagging order is entirely out of proportion and unethical. It also speaks volumes about the kind of company you are dealing with – more interested in preserving reputation that addressing the problem.
    Tell CIPD.

  2. Tell CIPD and go to your local college
    I agree Tell the CIPD, their QA System needs to know.

    I sometimes wonder why people keep on doing CTP or other similar type courses with private providers. I provide Training Management Services and I advise clients always to your local college first CTP £740.00, Cert Ed £660.00 and Preparation For Teaching In The Lifelong Learning Sector (PTLLS) C&G 7303 £185.

  3. Re: Finally, an answer from CIPD.
    I have had a reply from CIPD on this matter. Please note that my initial complaint was sent in December 2008.

    Basically they are telling me that the organisation concerned (the threat of legal action prevents me at the moment from saying who) followed the correct procedure in dealing with my complaint.

    All I can deduce from this is that CIPD condone the use of bully boy tactics and gagging orders from the training suppliers it currently works with.

    To say I am disappointed in this is an understatement.

    Despite the threat of legal action however I do intend to publish the full facts of the case in the near future, as I believe that they are of immense public interest, especially for people on this forum looking at taking courses offered by this organisation, the MD of which is a member of this forum.

    Andrew Miller


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