Because this site and the programmes it describes are run by different parties, there are two complaint routes. A complaint about this website or about our advice comes to us, LearnLoom Consultants. A complaint about teaching, assessment, admissions, fees or certificates goes to London School of Planning and Management under its own procedure, and after that to the awarding body. This page tells you which is which and what to expect from each.
Which route
Route 1: the publisher of this site
LearnLoom Consultants, independent recruitment agent for LSPM
Information on this site you believe is wrong or misleading
Advice we gave you about eligibility, credit value or choice of programme
How we handled your enquiry or your personal data
The way we described our relationship with LSPM
Route 2: LSPM, then the awarding body
London School of Planning and Management, the approved centre
Admissions decisions, fees, refunds and instalments
Registration with OTHM or Qualifi, and certificates
Route 1: complaining to us
Tell usUse Enquiry form with "Complaint" in the subject line. Say what happened, when, and what outcome you want. We acknowledge within two working days.
Our written replyWithin ten working days Education adviser, LearnLoom Consultants, replies in writing with what was found and what has been done: a page corrected, an explanation changed, data deleted, or the reasons for disagreeing.
If you are still unhappyAsk for the reply to be reviewed by a director of LearnLoom Consultants, who was not involved in the first response; that review takes a further ten working days. Beyond that, UK residents can raise a consumer complaint with Citizens Advice or Trading Standards (we market to UK consumers and UK consumer law applies to that marketing); a complaint about advertising with the Advertising Standards Authority; a complaint about your personal data with the Information Commissioner's Office or, in Hong Kong, the Privacy Commissioner for Personal Data. If your complaint is that we misrepresented LSPM or its programmes, you may also tell LSPM, which holds the agency agreement under which we act.
Route 2: complaining to LSPM
LSPM, as an approved centre, is required by both OTHM and Qualifi to operate a complaints procedure and an academic appeals procedure and to tell learners how to escalate to the awarding body. We do not run those procedures and cannot decide a complaint about LSPM. What we can do is tell you where to start.
Ask LSPM for its complaints and appeals policy. Contact LSPM's website or +44 (0)20 3868 8831, or check lspm.org.uk. Follow the stages it sets out, keeping copies of what you send and receive.
Academic appeals have short time limits. If your complaint is about a marking decision, ask for the appeals procedure straight away; awarding bodies typically expect an appeal to start within days of feedback, not months.
Escalate to the awarding body. Once LSPM's procedure is exhausted, OTHM and Qualifi each operate a learner complaints and appeals process. LSPM must give you the current route and any fee; the awarding bodies' own websites also publish them.
Where we can help
If you tell us you are in dispute with LSPM we will not take sides or intervene in the decision, but we will make sure you have the right contact, confirm what we told you at enquiry in writing if that is relevant, and note the issue so that our pages reflect anything LSPM's process later shows to be wrong.
What we record
Complaints to us are logged with their outcome and reviewed each term alongside the site's commentary. We do not share them with LSPM unless you ask us to.