Our Policies

FitIQ Education Ltd – Refund and Transfer Policy 

1. Refund Policy
   FitIQ Education Ltd is committed to delivering high-quality educational content and services. By enrolling in our courses, you agree to the following terms regarding refunds:

• Refund Eligibility: Refunds will only be considered if requested prior to the delivery of any course materials, including access to online platforms, PDFs, or physical resources. 

• No Refunds After Delivery: Once any course materials have been delivered or accessed, either electronically or physically, no refunds will be issued under any circumstances. 

2. Transfer of Enrolment
   We understand that unforeseen circumstances may arise. If a learner is no longer able to undertake the course, the enrolment may be transferred to another person under the following conditions:

• Transfer Timing: Transfers are only permitted prior to the course start date and before any course materials have been accessed. 

• Transfer Fee: A non-refundable administration fee will be charged to process the transfer. The amount of this fee will be specified at the time of request and may vary depending on the course and processing requirements. 

• Written Request: All transfer requests must be made in writing to our support team and will be subject to review and approval by FitIQ Education Ltd. 

3. Course Completion Timeframes
   Learners must complete their course within the following periods, commencing from the date of enrolment:

• Level 2 Courses: Must be completed within 2 years. 

• Level 3 Courses: Must be completed within 3 years. 

Failure to complete within the allotted timeframe may result in course access being revoked without entitlement to a refund or certificate of completion. Extensions may be granted at the discretion of FitIQ Education Ltd and may incur additional fees. 

 

FitIQ Education Complaints Procedure 

 FitIQ Education responsibility 

 

We advise that our staff and learners involved in the management, assessment and quality assurance of our qualifications, are aware of the contents of this policy and their individual responsibilities in relation to this.  

 

How should I complain? 

 

Stage 1 

All FitIQ Education staff are trained to support our customers and are all keen to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with or is the cause of your issue/complaint. 

 

Stage 2 

If the FitIQ Education staff member cannot help, or if you wish to speak to someone else regarding the problem, please complete our complaints form and pass it on Paul Garvie at info@omegamma.co.uk who will email you acknowledging receipt of your complaint within 2 working days and will respond within a solution/outcome within 10 working days.  Where it is not possible to offer a solution within 20 working days you will be notified of the rationale and the expected timescale for the response to be provided. 

 

Stage 3 

If stage 2 is not possible, or if you are not satisfied with the outcome provided by this member of staff, please send written confirmation of your complaint detailing all aspects (including any evidence and communications already received) to Evelyn Mair – Director of FitIQ Education at evelyn.mair@fitiqeducation.com which must be received within 20 working days of the outcome given at stage 2 of the complaints procedure. We will endeavor to review and return an outcome within 10 working days of receipt of this complaint. 

 

If at the outcome of Stage 3 and only where you have fully exhausted the process and you are unhappy with the outcome, you can contact Active IQ directly if you feel there was a significant breach by FitIQ Education of Active IQ’s various procedures (available here: https://www.activeiq.co.uk/for-centres/policies-and-procedures).  Contact details can be found on Active IQ’s website (available here: https://www.activeiq.co.uk/contact-us/ ).  

 

Confidentiality and whistle blowing 

 

Sometimes a complainant may wish to remain anonymous, however, it is always preferable to reveal your identity and contact details to support a comprehensive review/investigation. If you are concerned about possible adverse consequences, please inform us that you do not wish to divulge your identity.  

 

What happens if my complaint is upheld? 

 

If any part of your complaint is upheld we will of course respond to the complainant accordingly and give due consideration as to how we can improve our service and arrangements.  For example, reviewing our procedures and actions to evaluate the need/impact of any required changes to our existing arrangements and assessment processes (if relevant), or the need for additional for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behavior of our staff is deemed inappropriate. 

 

In situations where a complaint has been successful, or where an investigation following notification from Active IQ indicates a failure in our processes, FitIQ Education will give due consideration to the outcome and will, as appropriate, take actions such as: 

 

• identify any other learner, who has been affected by that failure 

• correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure 

• ensure that the failure does not recur in the future 

• compensate the learner if the centre is found it has compromised its own terms and conditions that form part of the contract between us and the learner in question 

 

Thank you for your contribution and commitment to making our policy work. 

FitIQ Education Equal Opportunities and Diversity Policy  

 

Policy 

 

Error! No bookmark name given.We promote a working environment in which diversity is recognised, valued and encouraged.  We acknowledge the multi-cultural and diverse nature of the UK workforce and society in general.  We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. These principles are embedded into FitIQ Education selection, recruitment, programme delivery, assessment and quality management/assurance. We recognise that discrimination in the workplace/provision of training in any form is unacceptable and in most cases unlawful. We view any breach seriously.  We will investigate and potentially take appropriate action where necessary when FitIQ Education procedures are not followed by staff members or our learners.   

   

Definitions and Protected Characteristics 

 

At FitIQ Education we are committed to fostering a workplace and learning environment that celebrates diversity and promotes equality. We do not tolerate any form of victimization, direct or indirect discrimination, and strive to provide a respectful and inclusive environment for all employees. We are dedicated to ensuring fair treatment for everyone, regardless of their background, race, gender, age, disability, religion, or any other characteristic. Our goal is to create a supportive, inclusive culture where all individuals can thrive and contribute to our collective success. 

 

 

No learner, or anyone our organisation deals with, receives less favourable treatment because of their protected characteristics. The protected characteristics are:- 

 

• Age 

• Disability 

• Gender Reassignment 

• Marriage and Civil Partnership 

• Pregnancy and Maternity 

• Race (including colour, nationality, ethnic or national origin) 

• Religion or Belief 

• Sex 

• Sexual Orientation 

 

FitIQ Education Stance 

 

In adhering with this stance FitIQ Education ensures equality of treatment for all by aiming to: 

• raise awareness of equality and diversity 

• ensure that you are never discriminated against or receive less favourable treatment because of a protective characteristic 

• acknowledge any issues that could be defined as discrimination, victimisation or harassment with an appropriately sensitive and prompt investigation 

• comply with Active IQ in making suitable reasonable adjustments (https://www.activeiq.co.uk/for-centres/policies-and-procedures)  which can apply to all of the listed protected characteristics. 

 

Your Responsibilities 

 

Each and every one of us is a stakeholder in the success of this policy.  We expect you to make a positive contribution towards maintaining an environment of equal opportunity throughout the organisation.  Please make sure you observe this policy at all times.  In particular, you have individual responsibility to adopt the following: 

 

• Do not take unlawful discriminatory actions or decisions contrary to the spirit of this policy 

• Do not discriminate against, harass, abuse or intimidate anyone on account of their protected characteristics 

• Do not place pressure on any other learners to act in a discriminatory manner 

• Resist pressure to discriminate placed on you by others and report such approaches to an appropriate member of staff 

• Co-operate when we investigate, including providing evidence of conduct which may amount to discrimination 

• Co-operate with any measures introduced to develop or monitor equal opportunity 

 

Discrimination is not just treating one person less favourably than another.  It can take place because:- 

 

• someone associates with a person with a protected characteristic; 

• someone is believed to possess a protected characteristic (even though they do not); 

 

We expect you to treat, and be treated by, other learners and the people our organisation deals with considerately and with respect. 

 

Where You Encounter Discrimination 

 

• If you feel subject to discrimination of any kind as identified within this policy, make clear to the individual concerned that you find it unacceptable.  Person-to-person discussion at an early stage may be enough to resolve your concern without involving anyone else.  Alternatively, seek the help of a trusted colleague (e.g. a fellow learner or a trusted member of staff) and ask them to approach whoever has caused you offence. 

 

• If discrimination continues, or you consider an instance to be particularly serious, you should consider who to highlight the issue with. For the majority of cases this will likely to be the tutor or assessor. However we appreciate that this staff member may be implicated in your concern and therefore when this happens they should approach the tutor/assessors line manager or the designated internal verifier.  

 

• The staff member approached will carry out a suitable documented investigation or where more appropriate will refer the issue to an appropriate individual responsible for this area within the company. Graeme Mair – Director & Co Founder FitIQ Education 

 

• The result of the investigation into alleged discrimination will be communicated to you with information including the action taken and outcome highlighted if applicable or appropriate.  

 

• If you feel dissatisfied about the outcome of the investigation and you want to appeal then you will need to contact Evelyn Mair- Director & Co Founder FitIQ Education within five working days of receiving the outcome, who will carry out/appoint a senior staff member to review these concerns. 

 

Thank you for your contribution and commitment to making our policy work.