Terms and Conditions

Payment:

Payment for all events, accreditation, etc must be made on registration or before the event/activity for which you are booking can take place.  Payment can be made:

• A. by cheque made payable to Customer Service Training Network Ltd
• B.  by direct transfer to our bank account: 

  a/c Name: Customer Service Training Network Limited    HSBC Bank plc   Account No: 91675656   Sort Code: 40-28-1 - please use your company name or individual name (shortened if necessary) as a reference.

  If paying by BACs please email Anne-Marie Lose at amlose@cstnetwork.co.uk when you have completed the payment

•  C. by Credit Card through PayPal

If payment is not received then registration/observation/attendance at events cannot take place.  Invoices will be sent automatically when a registration/booking is received.

Confidentiality:

When you complete any of our forms you may be asked for personal information.  We will only use the personal information you provide to deliver the services you have asked us to. 

CSTN will not sell or rent your personally identifiable information, gathered as a result of completing our forms, to anyone apart from our partner organisations who accredit our events and accreditation. 

The only time we will share personally identifiable information about you to other organisations, companies or people when:

• We have your consent to share the information
• We respond to court orders or other legal processes
• Where we are required by law to provide information to others

For training accreditation observations all parties involved in the CSTN observation process will not use, copy, adapt, alter or part with possession of any information of the other which is disclosed as part of a training observation, or otherwise comes into its possession under or in relation to the relationship with CSTN and which is of a confidential nature. This obligation will not apply to information which is in or comes into the public domain otherwise than through the default or negligence of the recipient or which is independently developed by or for the recipient.

Cancellations

For event booking:

• Cancellations made more than 14 days prior to the event will receive a full refund if someone else from their organization is not able to attend.
• Cancellations made between 8 and 14 days prior to the event can transfer their place to the next event.
• Cancellations made 7 days or less to the event will be required to pay in full

For trainer accreditation observation date bookings:

• For cancellations made less than 14 days before the agreed observation date a charge of £150+VAT will be made on top of the observation charge already paid unless there are medical reasons why the trainer cannot provide an observation.  Medical certificates should be submitted as proof of this. 

For observation assessors who cancel an already agreed observation date booking:

• For cancellations, made by an assessor within less than 14 days before the agreed observation, where another assessor cannot be found, a charge of £150+VAT will be made.  If the cancellation is because of medical reasons then a medical certificate should be submitted and the cancellation will not be charged.

Event cancellations

CSTN reserves the right to postpone or cancel an event at any stage, if deemed necessary in their opinion, or if circumstances arise outside their control. They also reserve the right to alter or change the format or any aspect of an event, or its running order and line-up without prior notification.
Should an event be postponed, cancelled, the line-up changed or the format altered, CSTN will not be liable for the payment of any compensation or for any loss of money and/or expenses incurred.

Awards additional T & Cs

Entries may be subject to a change in category if deemed appropriate by the organisers.  Entrants will be    advised accordingly.

Entries will only be accepted if submitted according to the instructions and using the on-line Entry Form.

No communication will take place between judges and those submitting entries regarding processes, criteria, finalists and or winners.  If you have any questions please see the website www.cstawards.co.uk or contact Anne-Marie Lose on Tel. 07941 191 434

The judge’s decisions are final regarding processes, criteria, finalists and winners.

The Organisers are not obliged to enter into any discussion in relation to the scores of any entries and the final results produced as a result of the judging process.  If the Organisation chooses to do so it is entirely at its own discretion and without obligation.

In the event of any dispute the decision of the Organisers will be final in all matters.

Any opinions expressed by any persons other than via the feedback reports and as signed and in writing by the Organisers do not represent those of the Organisers.

By submitting your entry you agree to the Organisers publishing information from the entries for the interest of PR and Communications – unless otherwise specified as strictly confidential by you.

Customer Service Commitments:

The Customer Service Training Network is committed to providing a timely, efficient and first class service. This is implemented through our service standards:

Response to emails:  within 5 working days
Response to phone calls:  within 2 working days
Response to formal request for trainer accreditation (ie form completed):

• Invoice sent within 5 working days of receipt of application
• When payment is received by CSTN office contact from Director of Quality and Standards within 5 working days
• When assessor is allocated for the accreditation process contact from assessor within 5 working days to agree observation date, etc
• When observation has been completed formal feedback from Director of Quality and Standards either to agree accreditation or to suggest further action:  within 10 working days from observation date
• Formal certificate sent: within 30 working days
• Contact from ICS and CSTN regarding membership:  10 working days from receipt of formal accreditation agreement with Director of Quality and Standards

NB   these standards are obviously what we aim to meet – because this is a very small business during holiday times for people involved in CSTN this may not be possible,  but we will do our best to ensure you know when we are not available for immediate responses.

Points of Contact:           

CSTN membership/events:            Anne-Marie Lose, Membership & Events Director 
Tel:   +44 (0) 7941 191 434                               Email: amlose@cstnetwork.co.uk

CSTN trainer accreditation:            Carol Pillinger, Director of Quality & Standards
Tel: +44 (0)7786 448598                                   Email:  carol@carolpillinger.co.uk

CEO of CSTN:                                            Don Hales
Tel:  +44 (0)7850 874120                  Email:  don.hales@worldofcustomerservice.com

Postal Address:  Customer Service Training Network Ltd, P.O. 303, Letchworth Garden City, Herts     SG6 9DH

Customer Feedback:

The CSTN welcomes customer feedback on all aspects of their relationship with us. We take all such comments seriously, answer them individually and use them to ensure we continually improve the service we provide.  If feedback includes complaints these will be dealt with urgently initially by Anne-Marie Lose who will pass them to the relevant people and an initial response will be sent within 5 working days.  Complaints help us to ensure we are using best practice and responding to our customers’ needs whenever possible.