Mercuri policies and procedures

At Mercuri International (UK) Ltd we strive to give our learners and customers the best possible service, exceeding their expectations. You will find all our policies, procedures, terms and conditions in relation to our apprenticeship programmes on this page.

Click on the following links to learn more about:

Apprenticeships and the use of subcontractors

Click to find out about circumstances where Mercuri use specialist subcontractors to carry out apprenticeship programme delivery.

Mercuri policies and procedures

Privacy and Cookie Policy

Complaints policy

At Mercuri International (UK) Ltd we strive to give our customers the best possible service, exceeding their expectations. We recognise that sometimes things may go wrong. If for any reason you are dissatisfied with the service that we provide, please let us know so we can deal with your query and improve the service we provide.

What is a complaint?

A complaint is when you inform us you are not happy about the service we provide. It can be about anything and could include when:

  • We do not deliver a service on time
  • The learner or the customer receives the wrong information
  • You, as the customer or learner receives a poor-quality service
  • There a problem with a member of staff

We ensure that making a complaint is easy as possible. Our aim is to:

  • Treat your complaint seriously and with the utmost professionalism
  • Deal with your complaint promptly and in confidence
  • Learn from complaints and use them to review and improve our service

When a complaint is received it will be dealt with efficiently, with the aim of resolving the issue as quickly as possible, to the satisfaction of the customer / learner and/or employer.

Employers or learners should make complaints to Mercuri International (UK) Ltd in the first instance who will do their upmost to resolve the concern before any escalation is recommended.

How to make a complaint

If you wish to make a complaint you can contact MERCURI INTERNATIONAL (UK) LTD, either though our contact page or via post: Forward House, 17 High St, Henley-in-Arden, Warwickshire. UK. B95 5AA .

Complaints procedure

We will try and resolve any complaint we receive immediately and notify you of the outcome. We will send:

  • An acknowledgement within two working days
  • Details of who will be dealing with the complaint
  • Final response within 10 working days

If we are unable to resolve the complaint immediately, we will:

  • Ask for any further information required
  • Within 10 working days:
    • Send a response
    • Update you and state when we hope to complete our investigations

We record all complaints and review them to ascertain if we need to make any changes to improve our services or prevent a re-occurrence.

Internal complaints process

Our internal complaints process is:

  • All complaints (verbal or written) received by a Mercuri (UK) team member must be reported to the Managing Director immediately.
  • It is acceptable to report complaints to the MD verbally, in the first incidence, but this must always be followed up with a written account that includes dates, times, locations, names of everyone concerned and a description of what occurred.
  • The MD will instigate an investigation immediately and will talk to the people concerned as required.
  • The MD may also wish to seek guidance from other Mercuri (UK) managers as part of the investigation process.
  • Once the investigation has been completed the MD will determine what, if any, action is required.
  • The MD will inform all relevant parties of actions to be taken, following the timelines identified above.
  • Actions required may include (but are not limited to) a review of Mercuri (UK) processes, implementation of additional training, disciplinary action.
  • Once the internal Mercuri (UK) policy has been followed an individual can refer to the AO (APS, ILM, CMI or C&G) Complaints Procedure, if they remain unsatisfied with the outcome.
  • The MD will ensure that all complaints and the resulting actions are reviewed quarterly by the SMT to ensure that actions are monitored, and lessons are learned.


If for any reason you are unhappy with our response to your complaint you can contact Barry Hilton, Mercuri’s Managing Director:

End Point Assessment Organisation (EPAO)

If you are not satisfied with the response from our Managing Director, you can escalate your complaint to our EPAO – The Association of Professional Sales (APS).

If a recognised ATO or Employer wishes to enquire about a learner’s results or wishes to enquire about any other aspect of the APS Apprenticeship Programme or assessment, they may do so by following the APS Enquiries Procedure. For further advice and guidance see the ‘APS Enquiries, Complaints and Issues Procedure’, which can be found on the APS website.

National Apprenticeship Service

Please contact the National Apprenticeship helpline if you are not satisfied with the response from the EPAO regarding Apprenticeship delivery. You can contact the National Apprenticeship Helpline on 0800 015 0400 or email

Download documents

Safeguarding Policy and Procedure for Learners


Award Winning

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