Complaints Procedure

VIVA Assessments are dedicated to delivering a service of the highest quality, starting from your initial interaction with us, throughout the assessment process, and in any necessary follow-up afterward. We hold our staff to the utmost standards of conduct.

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If you find yourself dissatisfied with the treatment or service received, please be aware that we consider any clear expression of dissatisfaction as a complaint requiring a response. We take complaints seriously, ensuring a swift and fair handling, responding appropriately with a detailed plan of action if needed.

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We actively seek feedback from clients, recognising the significance of complaints in our quest to be an effective company. Our commitment is to respond to complaints within 10 working days.

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To make a complaint, please contact us in writing, via email, post, or telephone. Please provide your details and outline the nature of the complaint, which should be addressed to Matt Cook, Centre Manager (matt@viva-assessments.co.uk). If submitting in writing or via email, please include your telephone number if a telephone response is preferred.

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For complaints related to external entities like DSA suppliers, NMH providers, AT trainers, or equipment providers, we recommend initially contacting them directly. If your complaint has not been resolved satisfactorily, we can offer assistance in liaising with the supplier to address the issue.

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If your complaint pertains to your funding body (e.g., Students Loans Company, NHS) or Higher Education Provider, we suggest you contact them directly for resolution.