Last Updated: July 2026

Solving any issue

Newto Training Limited is committed to providing a quality service for its customers and partners. This means working in an open and accountable way to maintain the trust of all our stakeholders. On rare occasions when things do not go as expected, one of the primary ways we continue to improve our service is by listening and responding quickly to feedback.

If you feel the need to reach out for any reason, please follow the procedure outlined below. We will do our utmost to resolve any issues fairly and efficiently.

Our Procedures

Informal Complaints

We recognise that many concerns can be raised and resolved informally. In these situations, we strive to:

  • Resolve informal concerns quickly, directly, and keep matters low-key.
  • Enable open communication between the complainant and the relevant staff member or business partner.

An informal approach is preferred whenever achievable. However, if concerns cannot be satisfactorily resolved informally, the formal complaints procedure should be followed.

Formal Complaints

We define a formal complaint as ‘any expression of dissatisfaction with Newto Training Limited, a member of staff, or a business partner that relates to our services and requires a formal response.’

The formal complaints procedure is intended to ensure that all complaints and claims are handled fairly, consistently, and wherever possible, resolved to the complainant’s satisfaction.

Our Responsibilities:

  • Acknowledge the formal complaint promptly in writing.
  • Respond within defined operational timeframes.
  • Deal reasonably, thoroughly, and sensitively with the complaint.
  • Take appropriate corrective action where required.

Complainant Responsibilities:

  • Bring concerns to Newto Training Limited’s attention in writing within 8 weeks of the issue arising. Complaints submitted outside this 8-week period will only be investigated under exceptional circumstances at management discretion.
  • Raise concerns promptly and directly with a member of staff.
  • Explain the problem as clearly and fully as possible, including any steps taken to date and the specific outcome sought.
  • Allow Newto Training Limited a reasonable timeframe to investigate and address the matter.
  • Recognise that certain circumstances may fall beyond Newto Training Limited’s control.

Confidentiality: Except in exceptional circumstances, every effort will be made to ensure confidentiality is maintained by all parties. However, where the investigation requires disclosing details to relevant third parties, this situation will be explained to the complainant.

Stage 1: Formal Complaint

In the first instance, if you are unable to resolve the issue informally, you should submit your complaint in writing to our designated complaints handling team.

In your letter or email, please set out the full details of your complaint, the consequences for you as a result, and the remedy or resolution you are seeking.

Contact Details:

Timeframes:

  • Acknowledgement: Within 72 hours of receipt.
  • Full Investigation & Response: Within 21 working days.

Upon completing our investigation, we will issue a written Final Response.

Stage 2: Unreasonable & Vexatious Complaints

Newto Training Limited is dedicated to resolving legitimate complaints fairly. However, to protect our staff and ensure operational resources are managed effectively, we will not re-investigate closed matters or tolerate unreasonable conduct.

We reserve the right to classify a complaint or complainant conduct as unreasonable or vexatious under the following conditions:

  • Repetitive Submissions: Submitting repeated complaints, queries, or demands regarding a matter that has already received a formal Final Response, without presenting new, material evidence.
  • Refusal to Accept Findings: Refusing to accept established facts, decisions, or contractual terms following a completed internal investigation.
  • Abusive or Aggressive Conduct: Engaging in abusive, derogatory, threatening, or harassing language or behaviour toward Newto Training Limited staff, whether in writing, verbally, or online.
  • Disproportionate Demands: Making excessive demands regarding contact frequency, response times, or formats that disrupt normal business operations.

Actions Taken: Complainants will receive formal written notification within 5 working days of classification confirming that internal procedures are exhausted and that further correspondence on the matter will be logged on file without a reply.

Stage 3: Closure & Third-Party Matters

Internal Complaint Closure

Our Stage 1 Final Response represents the conclusion of Newto Training Limited’s internal complaints process.

Third-Party Finance Queries (Premium Credit Limited)

If your complaint relates specifically to a credit agreement, payment collection, or interest charges managed by Premium Credit Limited, these matters fall under Premium Credit’s regulated complaints procedure.

Note: Complaints regarding course content, training delivery, or contractual cancellation terms must still be directed to Newto Training Limited under Stage 1 above. Premium Credit cannot resolve disputes regarding the performance, quality, or delivery of Newto Training services.