Contact and information
Email jernieiq@hotmail.com or write to Daniel Roberts trading as Jernie, 68 Tyn Y Twr, Baglan, SA12 8YD. Describe the issue, account or invoice reference, relevant date and the outcome requested. Do not include passwords, card details or confidential learner evidence in the initial message. Tell us if you need an accessible response format.
Service or billing complaints
Jernie will record the complaint, acknowledge it as soon as reasonably practicable, check the relevant service or billing records, and explain the outcome and proposed remedy. If more time or information is needed, we will explain why and give an update. These are procedural commitments, not a guaranteed fixed support response time.
If you disagree, reply with the disputed point and any further information and request a further review. Daniel Roberts remains accountable as the proprietor; this procedure does not promise an independent in-house reviewer where none is available.
Assessment decisions and authenticity concerns
Raise a disputed assessment, evidence rejection or suspected-AI flag with your assessor first, then the responsible centre’s IQA/appeal route and awarding body where applicable. Request review of the original evidence and the reason for the decision. Jernie can investigate platform behavior but cannot award a qualification or replace the awarding body’s appeal process.
Privacy requests and complaints
You can raise a privacy complaint by email or post without using a special form or legal terminology. We will acknowledge receipt within 30 days, take appropriate steps to investigate and keep you informed without undue delay, and explain the outcome without undue delay. Acknowledgement is separate from resolving the complaint. We will cooperate with the responsible controller where learner records are concerned. Data-rights requests are normally answered within one month, with any lawful extension explained within that first month.
You can complain to the Information Commissioner’s Office. You do not need to exhaust this procedure before exercising a statutory right. The procedure does not prevent court proceedings or reduce applicable limitation periods.
Urgent security reports
For suspected data loss, disclosure or unauthorised access, email the contact above with “Security incident” in the subject and the affected account, time and brief facts. Stop sharing the affected material and preserve relevant evidence securely. Do not attempt to investigate another person’s account or forward exposed files widely.