Our Commitment

At Cyber Rebels, we aim to deliver outstanding cybersecurity training and consultancy to every client, learner, and partner we work with. However, we recognise that sometimes things may not go as expected.

We welcome feedback — including complaints — because it helps us put things right and continue to improve.

We treat all complaints seriously, fairly, and with respect.

Purpose of This Policy

This policy explains:

• How you can raise a concern or complaint
• What you can expect from us when you do
• How we will handle, investigate, and respond to complaints
• How we learn from complaints to improve our services

How to Raise a Complaint

If you have a concern about any aspect of our services, we encourage you to raise it as soon as possible. You can raise a complaint by:

• Emailing: [email protected]
• Using our online feedback form: Click here to access our feedback form.
• Speaking to a member of the Cyber Rebels team during or after your training session.

When making a complaint, please provide:

• Your name and contact details (unless you wish to remain anonymous)
• Details of the complaint (what happened, when, and where)
• Any relevant supporting information
• What outcome you would like to see, if applicable

How We Handle Complaints

Acknowledgement

We will acknowledge your complaint within 2 working days of receiving it.

Investigation

Your complaint will be reviewed by a member of our Leadership Team. We may contact you for further information if needed to fully understand the issue.

Response

We aim to provide a full response within 10 working days of receiving the complaint. If the matter is complex and requires more time, we will let you know and keep you updated.

Resolution

Where possible, we will work with you to find a satisfactory resolution. If appropriate, we will offer an apology, a corrective action, or other remedies.

Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared with those who need it to properly investigate and resolve the issue.

Learning from Complaints

We review all complaints regularly to:

• Identify patterns and areas for improvement
• Update our policies, practices, and training where necessary
• Ensure we continue to provide a high-quality experience to all our clients and learners

Our Values

Raising concerns takes courage — and we respect that. We treat every complaint as an opportunity to listen, learn, and do better.

At Cyber Rebels, your voice matters.