Terms and Conditions

Please be aware that you are signing up for an online distance learning course. Please ensure this course meets your needs prior to enrolment.

1.Registration & Payment terms 

a) Full payment of the course fee is required at the time of signing up for the course.

b) It is your responsibility to ensure personal details given to Green Penny are correct. Please contact us before starting the first module of the course, if any personal details need to be changed. An admin fee may be charged if any changes are needed.

c) No changes can be made to certificates once issued.

2.Refund/cancellation policy

If you wish to cancel your place on the course, you may do so providing that:

a) You have not yet started any of the course content or modules.

b) Notice is given to us in writing by emailing [email protected] or by calling us on 0330 111 7230. 

If the above terms are met, then we will cancel your place on the course and will provide you with a full refund via your original method of payment and will confirm this via email.

If you have already accessed the course, or part of the course, then no cancellation is possible and no refund will be due.

It is the responsibility of the candidate to ensure that they pay for the correct course. If you have already started any of the course modules, you will not be entitled to a refund.

3. Course completion

To complete a course and receive a pass certificate, you must complete all modules and assignments and pass all assessments or tests.

4. Certification

If you are successful on your chosen course, the information provided to us at the time of enrolment, will be used on your pass certificate. Certificates will only be issued to candidates that have fully completed their course.

Appeals Procedure

Our appeals procedure is in place to ensure all course assessments and tests are conducted fairly and in line with our policies and procedures. The process is outlined below and can be used by anyone who feels they have been unfairly treated or that we have not conducted their assessment or test in line with our procedure. 

Step 1

If you feel you have reason to raise an appeal, you should initially direct your appeal, to the lead tutor by emailing [email protected]. You should ensure you provide as much information as possible, including: 

Your appeal will be considered and investigated by the lead tutor, and you will receive a full response within 3 working days. Should there be any delays to this timescale we will reply to inform you of this, indicating how long this delay will be. If the appeal is upheld, then the response will detail how we are going to put things right. If the appeal is rejected, we will fully explain why. You can either accept that the appeal has been rejected or you can proceed onto step 2. You can also use step 2 where we have upheld your appeal, but you do not feel the response goes far enough to put things right.

Step 2

You can only raise an appeal at step 2 where you have already raised an appeal at step 1. To raise an appeal at step 2 you should reply to the email response you receive at step 1, ensuring you include your reasons for deciding to escalate your appeal to step 2. The appeal will be escalated to a Director and will be fully investigated. You will receive a response within 3 working days of your appeal being escalated to stage 2. Should there be any delays to this timescale we will reply to inform you of this, indicating how long this delay will last as well as the reason for any delay. If the appeal is upheld, then the response will detail how we are going to put things right. If the appeal is rejected, we will fully explain why. You can either accept that the appeal has been rejected or you can proceed onto step 3. You can also use step 3 where we have upheld your appeal at step 2, but you do not feel the response goes far enough to put things right.

Step 3

You can only raise an appeal at step 3 where you have already raised an appeal at steps 1 and 2. To raise an appeal at step 3 you should reply to the email response you receive at step 2, ensuring you include your reasons for deciding to escalate your appeal to step 3. The appeal will be escalated to the Managing Director and will be fully investigated. You will receive a response within 3 working days of your appeal being escalated to stage 3. Should there be any delays to this timescale we will reply to inform you of this, indicating how long this delay will last as well as the reason for any delay.  If the appeal is upheld, then the response will detail how we are going to put things right. If the appeal is rejected, we will fully explain why. Step 3 is the final stage of our appeals process and the decision at this stage will be final.

Complaints Procedure

Our complaints procedure is in place to ensure our customers are receiving the best possible service and to help us to learn from any mistakes made and ultimately to ensure that every customer has a positive experience. The process is outlined below.

Informal feedback

Where you have a complaint, we would encourage that in the first instance you provide feedback informally by calling 0330 111 7230. Our admin team are often best placed to deal with feedback and complaints promptly without the need for you to raise a formal complaint. This will result in any issues being rectified to your satisfaction at the earliest opportunity.

However, we recognise that there are times when it may not be possible to raise informal feedback directly to our admin team, or that you feel our admin team has not dealt with your complaint appropriately or offered a satisfactory resolution. In these circumstances, please use step 1 of our formal complaints procedure.

Formal Complaint

Step 1

Where you have decided to make a formal complaint, you should do this in writing by emailing [email protected]. You should ensure you provide as much information as possible, including: 

Your complaint will be investigated by the lead tutor, and you will receive a full response within 3 working days. Should there be any delays to this timescale we will reply to inform you of this, indicating how long this delay will be.. In our response we will provide a full resolution to your complaint. Should you not be satisfied with the resolution we have offered at this stage, you can progress the complaint onto step 2.

Step 2 

You can only raise a complaint at step 2 where you have already raised a complaint at step 1. To raise a complaint at step 2 you should reply to the email response you receive at step 1, ensuring you include your reasons for deciding to escalate your complaint to step 2. Your complaint will be escalated to a Director and will be fully investigated. You will receive a response within 3 working days of your appeal being escalated to stage 2. Should there be any delays to this timescale we will reply to inform you of this, indicating how long this delay will last as well as the reason for any delay. In our response we will provide a full resolution to your complaint. Should you not be satisfied with the resolution we have offered at this stage, you can progress the complaint onto step 3.

Step 3 

You can only raise a complaint at step 3 where you have already raised a complaint at steps 1 and 2. To raise a complaint at step 3 you should reply to the email response you receive at step 2, ensuring you include your reasons for deciding to escalate your complaint to step 3. Your complaint will be escalated to the Managing Director and will be fully investigated. You will receive a response within 3 working days of your appeal being escalated to stage 3. Should there be any delays to this timescale we will reply to inform you of this, indicating how long this delay will last as well as the reason for any delay. In our response we will provide a full resolution to your complaint. Step 3 is the final stage of our complaints process and the decision made will be final.

Equal Opportunities Policy

As part of our Equal Opportunities Policy, we are committed to ensuring that there is no discrimination in the provision of our services. A reasonable adjustment can be given to someone who has a disability, medical condition or learning need that may affect them during the course, test, or assessment. However, due to the nature of some of our services, a candidate must have the literacy skills to be able to read and understand any course, test or assessment material and any additional resources related to it.