Our policies, terms and conditions

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Terms & Conditions

Terms & Conditions


Full payment is required 10 working days before the start of the course or immediately if the course is booked within 10 workings days of its start date. Where more than one course is booked on one booking form, full payment is required 10 working days prior to the commencement of the first course. Fees exclude VAT, which is payable at a rate of 20%. All courses must be taken within 9 months from the date of the confirmed booking. Payments received for courses not taken within 9 months of the receipt of the confirmed booking are non refundable. These payment terms apply unless credit terms have previously been agreed in writing by The Grey Matters Education.

Cancellations and Transfers

a) If you wish to cancel or reschedule a course once the confirmed booking form has been received by The Grey Matters Education Limited, the following charges will apply and payment of these extra charges is due immediately:

Course Written Notice (Working Days) Cancellation Charge (%) Transfer Charge (%)
All Courses 11-15 50 25
All Courses 6-10 75 50
All Courses 0-5 100 100

b) Notification of all cancellations must be made in writing to The Grey Matters Education.

c) If a substituted delegate is to attend, please notify The Grey Matters Education in advance to avoid non-attendance fees.

d) Where more than one course is booked on one booking form, no cancellation of subsequent courses is permitted after the first course has commenced. A course booking may be re-scheduled once only.

Course Changes

The Grey Matters Education reserves the right to cancel or reschedule courses without notice. In the unlikely event that your training course does not take place after receipt of your signed booking confirmation you will be offered an alternative date.


Identification Policy

Identification Policy

Many of our courses and exams are accredited by PeopleCert or APMG


Both examination boards take reasonable steps to ensure the correct and accurate identification of relevant personnel involved with their certifications.

Acceptable Forms of ID

Any official documentation which includes photographic ID, the person’s name and is valid (current) may be used such as:

  • Passport
  • Driving Licence Government issued ID (if it includes the person’s photo or signature)
  • Military ID (if it includes the person’s photo or signature)
  • Staff ID (if it includes the person’s photo or signature)
  • National ID card (if it includes the person’s photo or signature)
  • EEA (European Economic Area) member state ID card
  • UK/EU photo card

The documentation must either be:

  • The original
  • A certified photocopy (see Section 4 below for more information)

If a candidate does not have one of the photographic ID’s stated above then the following is an acceptable alternative:

Evidencing two different types of identification from the following list:

  • Financial Institution Statements e.g. Bank or Building Society Statement, Saving Account, Loan Documents (Dated within the last 3 months)
  • Vehicle Registration or Title
  • Utility Bill (Dated within the last 3 months)
  • Valid Union Membership Card
  • Valid Social Security Card
  • Valid Health Security Card
  • P45, P60 or payslip (Dated within the last 3 months)
  • Marriage Certificate
  • Birth Certificate
  • Name Change from a Court Decree
  • TV licence in your name and current address (Dated within the last 12 months)
  • Mortgage statement (Dated within the last 3 months)
  • Council Tax Statement Dated within the last 12 months)

Who Can Sign a Photocopy of the Original Document?

This is the person who can counter sign the document to confirm the person in the photograph.

The countersignatory should:

  • Have known the applicant for at least two years

The countersignatory should not:

  • Be related to the applicant by birth or marriage
  • Be in a personal relationship with the applicant
  • Live at the same address as the applicant

Once this has been done then the photocopy will be certified.

Validity of the Document

In order for the identification to be considered valid it must:

  • Be current (not expired)
  • Contain the applicant’s name, signature and/or photograph
  • Be the original document or be a photocopy which has been certified according to the guidelines in Section 4.

If you have any questions regarding these requirements, please contact us on +44 (0) 1494 876502


Complaints Procedure

Complaints Policy

At The Grey Matters we are always disappointed to receive complaints but they do ultimately assist us to improve our products, services and customer service.

This policy has been designed to assist both customers and staff. We are committed to being consistent, fair and confidential in relation to our complaint handling and to resolving complaints as quickly as possible.

All complaints made, whether verbally or in writing will be recorded at the time the complaint is made in our complaints log.

The complaint will be recorded by the initial staff member who took the details.

When taking a complaint, staff will record all relevant details from the customer and will detail all communication with the customer and any actions taken to resolve the complaint.

We will acknowledge any complaint within 24 hours of receipt and will strive to resolve all complaints within seven days.

Customers will be kept updated with the progress made especially if there are any delays or changes to what has been agreed.

Customers will be informed of any changes to our products or services as a result of their complaint.

Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

If a complaint cannot be resolved by the usual process detailed above, it will be referred to the Managing Director and the customer informed and given an amended timeframe for resolution.


Privacy Policy

Privacy Policy

This Privacy Policy sets out the steps that we take to ensure that any personal information you provide to us is kept secure and confidential and used only for the purposes for which it is provided.

We may obtain personal information when you place an order with us, attend one of our training courses, engage with us for consultancy or recruitment purposes or when we ask you for feedback.

When you place an order with us, we may call you to ensure that we are fulfilling your order according to our own high standards and in accordance with your expectations. We may also ask for feedback about the services and products we offer. It would greatly assist us if you could let us know of any way that we can improve our service to you.

When we communicate with you either verbally or in writing, we may ask you to tell us a little about yourself and your organisation, so that we can continue to offer the very best service. We will make good use of this information to let you know about new products and services that you may find of interest and about updates to our websites.

We process data in compliance with UK Data Protection legislation and the EU General Data Protection Regulation (GDPR) of 2018.

We follow extremely strict security procedures for storing information, and preventing unauthorised access to it.

We do not store credit card details nor do we share our customers details with third parties.

We will at any time, at your request, provide you with a copy of any personal information that we hold about you. You may at any time ask us to remove your personal details from our mailing list by sending us an unsubscribe email to info@thegreymatters.com.


Appeals Policy

What is an Appeal?

An Appeal is a formal procedure by which a registered candidate can appeal against an exam result or a decision on certification. In such situations the appellant is required to submit their appeal in writing.

Grounds for Appeal

There are three grounds on which a candidate may appeal:

  1. Personal or medical grounds
  2. Procedural grounds
  3. The decision was biased or discriminatory

The appellant must be able to provide clear evidence that the decision against which they are appealing meets at least one of the above criteria.

Candidates considering an appeal should take note of the following:

Disagreement with the exam result for multiple choice papers does not give grounds for appeal.

Appeals will only be accepted on the grounds listed above and no other grounds will be considered.

When appealing on the grounds of circumstances relating to events prior to the examination or assessment, the Invigilator or assessor must have been informed in writing prior to the examination or assessment.

When appealing on the grounds of circumstances relating to events during the examination or assessment, the events must have been brought to the invigilator's or assessor’s attention before leaving the examination room or before the end of the assessment.

On receipt of the information as detailed above from the appellant, The Grey Matters will present this information to the relevant Examination Institute.




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