Terms and Conditions

Please read these terms of service as they contain information about your rights and obligations when using the Pass service. (“this website”, “We”, “Pass”, “PASS” “the company”).

Pass and the associated brands are all trading names of Complete Tuition Ltd.

 

Training Provider Services 

1.1 Apprenticeship training providers, colleges and Universities (collectively known as training providers) that use our training provider service are bound by these terms of service.

1.2 Every training provider needs to agree to the specific service level agreement (SLA) that has been provided to them prior to the commencement of our service.

1.3 Every training provider should agree to the terms set out in the specific contract provided prior to the commencement of our service.

1.4 The SLA and contract will detail all of the terms of service including our commitments to service levels and what we expect in return from training providers. It also covers specific details such as refunds, exam resits and other technicalities.

1.5 It is the training provider’s responsibility to read the SLA and contract and highlight any amendments that need to be made. Following service commencement, any amendment requests may be rejected.

1.6 We accept no responsibility for losses or damages relating to details or omissions of our SLAs and contracts. We give training providers every opportunity to read these documents and ask for amendments prior to service commencement. Any errors or omissions are your responsibility to identify. We encourage training providers to work with us to finalise contracts and the specific SLA detail to help ensure you satisfy any relevant legal requirements for your business and associated stakeholders.

Complaints Procedure 

1.7 We will look to resolve complaints as soon as we are aware of them. If you are on our live chat or phone system and are unhappy with the solution provided by our customer service representative then you are entitled to make a formal complaint.

1.8 All complaints must initially be submitted via email to [email protected] so we have a copy of your complaint in writing. Our team will then look to resolve this within 24 working hours. Where complaints are more complex and require additional investigation this may take up to 5 working days.

1.9 After submitting a formal complaint if you are not satisfied with the outcome, you are entitled to escalate the complaint to our dedicated complaints team at the following address: Complete Tuition Ltd, Complaints, Evans Business Centre, Hartwith Way, Harrogate, HG3 2XA. Our team will look to investigate this and if the complaint warrants a further response then we will respond within 20 working days of receipt of the letter.

1.10 Please note that Complete Tuition Ltd is a registered examination centre, but we do not provide the assessment materials directly and we are not the regulator. Any complaint relating to these aspects of the service we provide will be looked into but in many cases, we have no ability to address issues relating to assessment materials and the regulatory body Ofqual. If this is the case our team will inform you and will close the complaint as it is not related to our service delivery. This includes, but is not limited to things such as; exam results turnaround times, assessment material content and exam procedure that follows the Ofqual regulatory framework.

 

Data We Collect

Cookies

We may set cookies on your browser, for the following purposes:
1: a cookie to track your session – this will track the items you have added to your cart, progress through checkout, and is also used to send automated complete your purchase reminders etc – in other words, support our core eCommerce functionality.
2: a cookie to track if we have shown you our welcome message previously so that we don’t show it again.
3: third-party Google Analytics cookies which track all visits to our website anonymously. More information at: https://support.google.com/analytics/answer/6004245
4: third-party Facebook cookies which track your session if you have visited our website via a Facebook or Instagram advertising campaign.

Transfer of Data

In order to better fulfil any requests, we may move your data into our Customer Relationship Manager system. This system is only ever accessed by Pass employees and any data we hold on you will never be shared with other people or companies without your consent. We will never sell, rent or otherwise share your data for commercial purposes.

Your Rights

You are entitled to view, amend, or delete the personal information that we hold about you at any time. Email your request to us at [email protected] and we will respond and action your request as appropriate within 30 days.

Changes to Our Privacy Policy

From time to time we may review our privacy policy to ensure it is compliant with relevant legislation or to otherwise improve or clarify points contained within. This policy was last updated on the 10th of May, 2021. We recommend that you review our privacy policy from time to time, and before sharing any personal data with us. If at any time you no longer consent to us processing your data in the ways outlined above, then please email us at [email protected]

Registering with us

If you register with us, we save the details you provide and use them to enable us to personalise the service we offer to you. You can update your details at any time by contacting us. Please note we never store card details.

Who has access to the information you provide or we collect?

We retain access to some personal information that we have collected from you, but only for an appropriate amount of time.

With regard to the testing services we provide, we hold the rights to all exam papers provided and any content or material linked to the provision of examinations. This includes but is not limited to, completed exam papers and recordings of online mock examinations.

If we offer or supply a service to you that is provided on our behalf by a third party we may have to pass your information to them in order to deliver the service. By using this site you consent to us providing your information to the third parties licensed by us to provide such services. We will not otherwise disclose, sell or distribute your information to any third party, not associated with us without your permission unless we are required to do so by law. We will not provide your personal information to third parties for marketing purposes.

Access to, changing or removing the information we hold

Registered users of Pass can update their information by logging into their Pass account and following the instructions provided. In order to ensure our service remains relevant to you, we encourage you to update your contact details as and when they change.

Changes to the policy

We may change this policy from time to time as we add new services or features or in response to changes in the law or our commercial arrangements. Any changes to this policy will be posted on this site. Users of the site are advised to check these terms regularly.