Complaints Handling Procedure

The Cyber Scheme (TCS) is dedicated to providing excellence in our products/processes and services. We welcome feedback in order that we may apply learning points and improve our services. 

We define a complaint as a verbal/written declaration of dissatisfaction regarding TCS products/processes or services, where there is an expectation that remedial action is required.

TCS aims to treat complaints in a fair, transparent, and confidential, that is dealt with in a timely manner. TCS expect that most complaints will have been addressed within 4 weeks.


To ensure that complaints are understood in full and investigations are undertaken on the root cause of issues, written complaints are required to be in sent to:

Complainants should include a general description of the complaint or incident including enough detail that TCS can open an investigation: information should include, but not be limited to: name, date, examination type, nature of complaint.

TCS will acknowledge the complaint and begin an investigation, engaging the appropriate team members (up to and including Directors), both internal and external to come to a fact based conclusion.

TCS will communicate the outcome of the investigation and the actions taken (or planned) to the complainant. This concludes the complaints procedure and TCS will seek approval from the complainant to close the complaint.

Appealing the outcome of a complaint

In the event that the complainant is unhappy with the way in which we have managed your complaint, the outcome can be appealed by emailing: