Customer Service
At CTH we pride ourselves on always doing our best to provide good service. But we know that sometimes things go wrong or there is a need to query a result or procedure.
Our team are always available to support our customers with such queries and to respond if they ever feel that our service has fallen below their expectations.
Queries concerning examination results
Teachers and Exams Officers can contact us any time if they have queries about their students results. To do this, or to request more information on all our post-results services, please email us at [email protected]
If you are a student or learner, and you are dissatisfied with your results, you should contact your school, college or learning provider to discuss the options that are available to you. Unfortunately CTH will not accept queries relating to results publication, EAR (Enquiry About Results) and Appeals directly from students. Such enquiries must be made via your CTH Approved Teaching Centre.
Formal complaints procedure
Wherever possible we try to ensure that our customers are happy and if you experience a problem we always encourage you to liaise with your CTH contact to resolve the problem.
If you remain dissatisfied with the service you have received you can register your concern formally by writing to us. Please state your Centre number and any reference details you have (such as Student number and event history) regarding your concern. If you’d prefer to be contacted by telephone, please also provide your telephone number, along with the best time(s) and day(s) for us to contact you.
Customer Service
Confederation of Tourism and Hospitality (CTH)
231 Vauxhall Bridge Road
London
SW1V 1AD
United Kingdom
You can also email your complaint to [email protected]
Where possible, we will acknowledge your concern in writing within five working days of receipt and provide a full response within twenty working days. If you are dissatisfied with any aspect of our initial response, you may raise your concerns with the CTH Director of Partnerships, who will investigate and respond to the complaint in writing within 30 working days.
Refunds
Refunds to Centres
Invoices are raised monthly in arrears, so the Centre has the opportunity to cancel at no cost any registration or other service request prior to the generation of the invoice, except in the event that:
- The students have been registered for an Exam Round with CTH but are only withdrawn after the Late Registration Deadline.
- The students have registered for an assessment and either do not attend the exam or enter an assignment.
Once the invoice has been created, a credit note or refund will only be issued in the following circumstances:
- If CTH has acted in error or failed to provide good service.
- In the case of consultancy fee and other charges, in the event that delivery of service has not yet commenced.
- In the case of multi-assessment programmes, a 50% refund of student fees is available at any time up until the student has registered for half of the total assessments for their qualification (for example 4 out of 7). Once a student is registered for more than half of their assessments there will be no refund if they then wish to drop out.
Refunds will be credited to the Centre’s monthly account and netted off against other invoices due. In the event that the Centre has no invoices due, repayments will be made via BACS unless payment was made by credit card in which case the refund will be paid to the card from which the original payment was made.
Refunds to students
Students are required to pay in full in advance. Refunds are available in full in the event of cancellation prior to CTH starting work on delivery of service. After this time no refund is available, except in the event of CTH error or failure to deliver service within a reasonable timeframe, in the event of which the student may demand cancellation and a refund in full.
Refund payments will be made via BACS unless payment was made by credit card in which case the refund will be paid to the card from which the original payment was made.