Terms & Conditions

Course Booking Cancellation Policy

  1. There is a 14-day cancellation period, commencing on the date that you booked your course with 3Pillars Fitness, within which you are eligible for a refund of all monies you have paid to 3Pillars Fitness. 

  2. If you wish to cancel your place on your course outside of the 14-day cancellation period, you may be eligible for a refund of course fees paid if you are compliant with terms (3) and (4) of this cancellation policy.

  3. If for any reason you have to cancel your place on this course, please provide 3Pillars Fitness with at least, and no less than, 10 days of written notice by email to expire at 9.00am on the morning that the course commences.

  4. If you have provided notice to cancel your place on this course under point (3), then you will be entitled to a refund of 50% of the course fees paid.

  5. If you fail to provide notice to cancel your place on this course under point (3), then you will not be entitled to a refund of any course fees paid - unless another student books your place on this course with 3Pillars Fitness.

  6. If you fail to attend your course or cancel your attendance on the day the course commences, or have provided no written notice that you will not be attending the course, then the full course fee is non-refundable.

Qualification Appeals Procedure

The purpose of an appeals procedure is to ensure that every learner who is not satisfied with the outcome of an assessment decision has the right to appeal against the decision that has been made.


The appeals procedure applies to any learner following completion of an Active IQ qualification at 3Pillars and provides learners with a formal route to appeal against a decision.


3Pillars learners will be assessed against Active IQ published criteria and by assessors who must hold or be working towards any of the following:


  • Level 3 Award in Education and Training (RCF) or

  • Level 3 Award in Understanding the Principles and Practices of Assessment (QCF) or

  • Level 3 Award in Assessing Vocationally Related Achievement (QCF) or

  • Level 3 Award in Assessing Competence in the Work Environment (QCF) or

  • Level 3 Certificate in Assessing Vocational Achievement (QCF), or

  • A1 (previously D32, D33)


In addition 3Pillars will ensure that assessors:

  • Possess a discipline specific qualification equivalent to the qualification being taught

  • Have relevant industry experience

  • Demonstrate active involvement in a process of industry relevant Continued Professional Development during the last two years


All new 3Pillars assessors will be given a clear action plan for achieving the appropriate qualification(s) and should be countersigned by an appropriately qualified individual until the qualification(s) are achieved.


You can make an appeal should you feel that:

  • Your work/examination has been unfairly marked/assessed

  • You were not given sufficient time in which to complete your exam/course work

  • You were not given sufficient warning about an exam/deadline

  • Fellow learners received a different grade for what you feel is the same standard of work.


Please note that this list is not exhaustive, therefore if you wish to appeal due to other reasons please follow the appeal process below.


The appeal procedure to be followed comprises of 4 stages.


Stage 1

  • Learners should first make the appeal through their contact at 3Pillars within 20 working days from the date they were notified of their results or assessment decision. (TIMEFRAME)

  • If the appeal is unresolved, the appeal will progress to stage 2 and be passed onto an external verifier.


Stage 2

  • 3Pillars will contact an external verifier within 20 working days from the outcome of the stage 1 appeal decision (TIMEFRAME)

  • In the event that an external verifier is not present, or unable to resolve the issue, the appeal will progress to stage 3.


Stage 3

  • The learner should make a written appeal directly to Active IQ’s Head of Quality Assurance

  • The head of quality assurance will investigate the matter thoroughly and respond within 14 working days


Stage 4

  • The learner will be offered a formal appeals hearing (COST) which will be conducted within 6 weeks by the appeals panel, comprising of:

    • An independent appeals board member

    • Director of Quality and Standards

    • Head of Quality Assurance

    • A senior management representative from 3Pillars

    • A chairperson employed by the governing body


Throughout the assessment process 3Pillars will comply fully with Active IQ’s policy on reasonable adjustments and special considerations that can be found:



Investigating appeals is very problematic without the presence of impartial evidence. Therefore appeals in the context of live observed assessments will only be considered when accompanied by a suitable video recording.


As a learner of 3Pillars, you will be able to use a video recording as long as it does not adversely affect the assessment process, allows the assessor to carry their role and does not contravene a venue/organisations rules or regulations. The learner must make suitable arrangements to arrange a video operator.


If a medical issue has the potential to affect your performance then it is your responsibility to inform 3Pillars prior to assessment so that an informed decision can be made terms of an appropriate action plan.


Thank you for your contribution and commitment to making our policy work.

Qualification Complaints Procedure

We pride ourselves on an excellent standard of delivery, our social purpose and customer care, but if you should have a complaint, please look at the following document which details our complaints procedure.

This document sets out the 3Pillars complaints policy and procedure and is aimed at our learners and all interested parties who encounter a direct or indirect service from us. 3Pillars values our learners who undertake our course as part of the long term support we offer to our participants, with the aim of enabling individuals to make a positive contribution to society in the future, regardless of their past.

Therefore, it is important should you feel you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons appropriate to improving service level expectations.




This policy covers complaints that learners and members of the public may wish to make in relation to the qualifications offered by 3Pillars.


It is not to be used to cover enquiries about services offered by 3Pillars, or appeals in relation to assessment decisions. Our Appeals Policy covers these areas. Should a complaint be submitted which is in fact an appeal we will respond to inform the relevant party that the issue is being considered in accordance with our Appeals Policy.

If you are unhappy about the way an examination or assessment was delivered and conducted and you suspect malpractice and/or maladministration may have occurred you should send your concern to us in accordance with the arrangements in our Malpractice & Maladministration Policy. This should occur as soon as possible to protect any associated evidence that may form part of your complaint.

3Pillars Responsibility

We advise that our staff and learners involved in the management, assessment and quality assurance of our qualifications, are aware of the contents of this policy and that 3Pillars has a complaints handling procedure in place to deal with complaints from learners about the services they receive from us.

How should I complain?


Stage 1


All 3Pillars staff are trained to support our customers and are all keen to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with your problem initially.

Stage 2

If they cannot help or you wish to speak to someone else please complete our complaints form and pass it on to 3Pillars Operations Manager succeed@3pillars.net who will email you a receipt for your complaint within 5 working days and will respond within a solution for your complaint within 20 working days. Where it is not possible to offer a solution within 20 working days you will be notified of the time scaled action plan.

Stage 3

If stage 2 is not possible, or if you are not satisfied with the help provided by this member of staff, please send a written complaint which must be received within 20 working days of exhausting stage 2 of the event you are complaining about, and address it to us using the contact details outlined at the end of policy.

If you have fully exhausted the process and are still unhappy with the outcome then you can contact Active IQ directly if you feel there was a significant breach by the centre of Active IQ’s various procedures (https://www.activeiq.co.uk/centres/policies­and­procedures). Contact details can be found on https://www.activeiq.co.uk

Confidentiality and Whistle-blowing


Sometimes a complainant will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to us. If you are concerned about possible adverse consequences please inform us that you do not wish for us to divulge your identity.


What happens if my complaint is upheld?


If any part of your complaint is upheld we will of course respond to the complainant accordingly and give due consideration to how we can improve our service and arrangements. For example, by reviewing our procedures to assess the impact on our arrangements and assessment process (if relevant) or arranging for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behaviour of our staff is deemed inappropriate.

In situations where a complaint has been successful, or where an investigation following notification from Active IQ indicates a failure in our processes, 3Pillars will give due consideration to the outcome and will, as appropriate, take actions such as:

  • identify any other learner, who has been affected by that failure

  • correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure

  • ensure that the failure does not recur in the future

  • compensate the learner if the centre is found it has compromised its own terms and

    conditions that form part of the contract between us and the learner in question.

Thank you for your contribution and commitment to making our policy work.