Statement of Service

Established in 2005, Mercury Training Services Ltd is a successful Training and Development partner supplying a range of services to both Private and the Public-sector clients. These include mandatory industry courses as well as personal and leadership development qualifications, coaching skills and funding training.

We are committed to working closely with our clients to ensure the complete success of every qualification and ensure the highest possible levels of training are delivered and client satisfaction is achieved.

We offer impartial information, advice and guidance services (which operates to the National IAG Board (Information advice and guidance) that support our clients to make informed decisions about learning and work, based on the client’s needs and circumstances and gives clients and their staff the required support to help make decisions about the courses and qualifications they or their staff may wish study.

Our qualifications are governed by a number of external awarding bodies such as City & Guilds and Highfield. Our IAG service is available on weekdays between 10 am and 3.30 pm, when the office is manned. However, the Management team has access to emails should any out of hours’ enquiries be made. All enquiries will be dealt with promptly and responses sent within 5 working days.

Training and funding opportunities can be checked via our website.

The Mercury team have the skills and knowledge to identify and address the clients and learners needs.

We have built up links with external bodies such as professional institutions, sector skills councils, training providers and agencies.

We base our information, advice on guidance on objective and factual information and take care to make sure that verbal and written IAG we provide is accurate. We listen to clients to understand their requirements so that we can offer suitable IAG.

Our IAG service is quite tailored but respects the fact that clients may wish to speak to us confidentially. There are instances where clients have asked us for IAG regarding learning or funding which we do not provide. In these situations, we endeavour to provide contacts and signpost to organisations which we feel may be able to them further as opposed to simply stating that we cannot help.

The IAG provided around the training programme has a current need focus. For example, when an employer calls to find out which of our management courses would be more suitable for their needs we have to understand that the level of their current role first and then question further based on that. Other examples exist where we provide learning and development advice to line managers to address gaps in their team’s knowledge, skills and behaviour. Often our IAG has a future focus too as it’s concerned with developing employees to meet their future business plans, objectives and aspirations.


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Appeals and Complaints Procedure

This document outlines the process that should be followed by candidates, tutors, assessors, partners or employers who are involved with training and/or qualifications offered by Mercury Training Services Ltd.

All appeals and complaints should be made in writing to Mercury Training Services Ltd, Suite 526, One Victoria Square, Birmingham, B1 1BD. Mercury Training Services Ltd will also give the opportunity for appeals or complaints to be made in person if required.

The appeals process is not a method of circumventing or setting aside the professional judgement of assessors on the performance of candidates; it is a way of ensuring that as far as possible all relevant circumstances affecting a student’s performance are brought to light and taken into account BEFORE a final decision is taken. Consequently, if an appeal is successful, the decision reached will normally be in accordance with the regulations set out by the awarding organisation (Addresses below)


Candidates could complain to the centre about the following areas:

  • Information, Advice and Guidance provided by Mercury
  • access to assessment
  • process of assessment
  • access to internal verification
  • the handling of an appeal
  • Administrative issues, e.g. failure to register/apply for certification.


Assessors/tutors could complain to the centre about the following areas:

  • access to support and guidance
  • access to internal verification
  • administrative issues
  • Insufficient time to undertake the function.

Employers / Partners

Employers could complain to the centre about the following areas:

  • Information, Advice and Guidance provided by Mercury
  • access to assessment
  • administrative issues
  • assessment issues

Where an appeal/complaint is to be made, this should be lodged with the contract manager.

The contract manager will:

  • attempt to find a solution with the candidate, assessor/tutor and internal verifier, for example through another assessment or re-consideration of the evidence/work

Where this does not resolve the situation, the contract manager will:

  • set a date for the appeal/complaint to be considered by an appeals panel
  • notify the EQA that an appeal/complaint has been lodged and give details of how it will be heard, including the composition of the appeals panel

The appeals panel will meet to consider the appeal within 20 working days of the contract manager receiving the appeal.

  • the appeals panel will be constituted so as to be objective and independent
  • the panel will ensure that it has full accounts from all parties involved in the assessment
  • no one involved in the original assessment will be on the panel

Appeals can be made directly to the awarding organisation (see below)

City & Guilds – 1 Giltspur Street, London, EC1A 9DD
Highfield Awarding Body for Compliance (HABC) – Highfield House, Sidings Court, Lakeside, Doncaster, South Yorkshire, DN4 5NL

Mercury Training Services Ltd is committed to ensure as far as is reasonably practicable, the health, safety and welfare of its employees, all learners, contractors and other persons who may be affected by its operation, as outlined in this document and in accordance with current legislation, safe learner and safe guarding principles.

The policy will be applied equally and fairly without exception.

Mercury will achieve this by providing and maintaining places of work, learning environments and work equipment which are safe and free from risks to health. Mercury is committed to provide suitable arrangements for the welfare of employees, learners and contractors. All necessary information, training and supervision will be provided to ensure implementation of this policy.

The following document contains procedures and guidance for compliance by various groups including Employees, Contractors, and those in receipt of ESFA Funded Programmes, all of which have a responsibility to observe and comply with current Health and Safety legislation within the workplace and learning environments respectively. It will also contain elements of the Safe Learner blue print for those directly or indirectly in receipt of ESFA funded programmes.

Management, employees and Mercury members will do all that is reasonably practicable to avoid and/or reduce health and safety risks.

This policy will be reviewed periodically and revised if necessary.


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We at Mercury Training Services Ltd are required to comply with the provisions of the Data Protection Act 1998 (the ‘Act’) in relation to how we handle any personal data which we obtain from you.  Any personal information gathered will only be used in the context of the training activity that you undertake with us.  We may also collect Sensitive Personal Data relating to you but only with your explicit consent in advance.  We may process all the information we obtain from you to enable us to fulfil our contractual obligations to you and we may request further information from third parties or disclose your details to other selected third parties, such as the Skills Funding Agency, Awarding Organisations or their regulators such as the Security Industry Authority (SIA).

We may from time to time send to you or your company by email or by post details about products or courses, which we believe may be of interest to you.  If you no longer require such information to be sent, or if you have provided us with any information that you no longer wish us to use, please contact us on the telephone number given below.

In disclosing your personal details to us, you agree that we may process and in particular may disclose your personal data:

  • as required by law to any third parties
  • to selected third parties who may process personal data on our behalf
  • to third parties such as the Skills Funding Agency, Awarding Organisations or the SIA, who may use your personal data or sensitive personal data (as appropriate) to enable us to fulfil our contractual obligations to you.
  • contact you directly about forthcoming events, courses or programmes
  • carry out statistical analysis
  • pass to their regulator or industry bodies for the following purposes

(1) monitor equal opportunities relating to ethnicity or disability; or for other such monitoring purposes; or

(2) account for candidates where there is a requirement to do so; or (3) where there is a requirement for such bodies to contact a candidate directly and the information is not readily accessible by other means

  • disclose and publish your details in directories which may contain information about Mercury Training Services Ltd
  • disclose your personal details to third parties for the purposes of providing prizes, remuneration and awards for candidates.

The Skills Funding Agency and Awarding Organisations may also transfer your personal information outside the European Economic Area but Mercury Training will use all reasonable efforts to ensure that any such transferred information is given the same protection and levels of security as if it were being processed within the UK.

You have the right to require us to correct any inadequacies in the personal details we hold about you and to object to any direct marketing which we carry out using your personal details. You also have the right to ask for a copy of the information held by us in our records in return for payment of a small fee, which will not exceed £10. Please contact us on 01384 482186 or e-mail:, if you wish to obtain a copy of the personal data which we hold in relation to you.


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Access to Assessment

Mercury Training Services Ltd are committed to ensuring that equality of assessment arrangements are given to all candidates to allow them to demonstrate attainment, and to give candidates with disabilities and learning difficulties the same access to assessment as other candidates.

The principles of this policy are that:

Special assessment arrangements do not give unfair advantage over other candidates

  • Arrangements are determined according to the candidates particular disability or learning difficulty
  • Users of certificates are not misled about candidate attainment.

In order to achieve these aims assessments will be designed to measure only the skills, knowledge and understanding which are expressly stated in the scheme documents. Awarding Organisations set out the assessment practice and procedures to ensure the required standards are met, but will not undertake to alter these standards without consulting the relevant organisation as this would undermine the credibility of the awards. Issues relating to the standards therefore need to be referred to the appropriate responsible body.

Variation of assessment arrangements

Assessment arrangements may be varied, where the standards permit, for candidates with disabilities and learning difficulties. The nature of any special arrangement depends largely upon the scheme being followed and the assessment strategy employed.

Mercury Training Services Ltd are providers of training and consultancy services to major retailers, local authorities and may large corporations, representing many organisations in diverse sectors.

We attach maximum importance to matters concerning the environment.  Our policy is to minimise any adverse environmental effects caused as a result of our activities.

We will continually assess the environmental impact of our operations and will reduce our wastage to the lowest practical level.

We will aim to achieve this by:

  • Adopting a “think-first” approach to printing
  • Encouraging the use of electronic communication wherever possible
  • Using double-sided printing where appropriate
  • Recycling used printer cartridges
  • Recycling waste paper
  • Adopting a “think-first” approach to car journeys

This policy will be monitored through our ISO 9001 procedures.



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Mercury Training Services Ltd (The Company) delivers a comprehensive range of Vocational training, mentoring and consultancy funded by individuals, organisations and government agencies.

Policy Statement

Mercury is strongly committed to practices that protect children, young people and vulnerable adults from abuse, neglect, significant harm, stop becoming, drawn into, promoting or supporting terrorism (contest agenda). Staff recognise and accept their responsibility to develop the awareness of the risks and issues involved in safeguarding.

The company also recognises that it has a responsibility to protect staff from unfounded allegations of abuse. The company is committed to working with existing local safeguarding or adult safeguarding Boards and other health and social care partnerships to ensure the safeguarding of its learners whilst recognising the 19 definitions of potential abuse.

The importance of this policy

“For those agencies whose job it is to protect children and vulnerable people, the harsh reality is that if a sufficiently devious person is determined to seek out opportunities to work their evil, no one can guarantee that they can be stopped. Our task is to make it as difficult as possible for them to succeed….” Richard Inquiry Report, 2004 p12 para 79

The purpose of the policy is to:

Provide protection for learners on programmes managed by the Mercury Training Services Ltd.


For the purposes of this policy and associated procedures, young people are any person under the age of 18 years, and those whom are considered at risk. We accept the definition of adults at risk as “a person who is or may be in need of community care services by reason of mental or other disability, age or illness; and who is or may be unable to take care of him or herself, or unable to protect him or herself against harm or exploitation” (Department of Health, 2000) but also recognise the 16 additional wider indications of potential vulnerability as outlined by the statutory guidance document – Keeping Children Safe in Education July 2016.

These indications include children and young adults who may be living away from home, vulnerable through race or racism, potential victims of domestic violence, with families living in temporary accommodation, living as migrants, living with drug-misusing family members or who themselves have caring responsibilities.

Accountability and Responsibility

Mercury has trained staff that are accountable to the Managing Director. Incidents or concerns are reported to the designated safeguarding officer.  The Managing Director is responsible for monitoring and managing incidents or concerns and liaising with safeguarding agencies.


The company has a duty to promote safeguarding issues and measures to staff and ensure they:

  • Analyse their own practice against established good practice, and assess risk to ensure their practice is likely to protect them from false allegations
  • Recognise their responsibilities and report any concerns about suspected poor practice or possible abuse (Code of Conduct)
  • Undertake training on safeguarding to raise awareness of current issues and Legislation
  • Undertake Channel awareness training as part of PREVENT and Counter Terrorism initiative.

Disclosure and Barring Service Checking

The company has a responsibility to ensure safe recruitment and employment practices.  New and existing staff who frequently or intensively work with children, young people and vulnerable adults in training, supervision, care, advice, treatment and transport have to be checked through the Home Office for Disclosure and Barring information.

Ofsted inspectors make a judgement on procedures for safeguarding learners meeting current government requirements. They comment on policy, procedures, vetting and training as impact on learners’ dictates.


Mercury’s Safeguarding Policy is reviewed annually. The review process includes analysis of monitoring data, consultation with and feedback from learners, clients, staff and other stakeholders to determine the impact of the policy and any action required.

Relevant Documents

A useful reference guide for staff is Safer Practice, Safer Learning from the National Institute of Adult and Continuing Education (NIACE) / the Statutory Guidance document “Keeping children Safe in Education”.

Designated Safeguarding Officer: Paul Lawton-Jones
Deputy Safeguarding Officer: Donna Kedzierski
Main office number: 01384 482186
Out of hours contact number: 07506 91 81 30


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Mercury Training Services Ltd believes that diversity and equality are an essential part of its values and enriches studying and learning experiences.

The Equality Act 2010 covers nine protected characteristics, making it unlawful to discriminate on the grounds of:

  • Age
  • Disability (those who have, or have had, a disability)
  • Gender Reassignment (no longer required to be under medical supervision)
  • Marriage and Civil Partnership
  • Pregnancy and Maternity
  • Race
  • Religion or Belief (including lack of belief)
  • Gender
  • Sexual Orientation

We are committed to supporting students to work and study in an environment that is free from unlawful discrimination and promotes equality of opportunity and good relations between people of different racial groups.

We are working towards a culture that welcomes equality of opportunity and values diversity. Some changes are swift to happen; others may take time to evolve. I have experience of and commitment to equal opportunities, and I can assure you that they are one of my priorities.

We deplore all forms of personal harassment and seek to ensure that the working environment is sympathetic to all our students and employees. We recognise that we have a duty to implement this policy and all employees are expected to comply with it.

Issues can be brought to my attention through email or in person. I encourage you to share with us examples of good practice in your area of work and study that could benefit Mercury Training Services Ltd and to make suggestions for improvement.

We all have an individual responsibility and I urge you to help Mercury Training Services Ltd put our action plan into full effect.


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Quality Policy Statement

It is the aim of Mercury Training Services Ltd to predominately provide a comprehensive service in helping people to improve their skills and qualifications in order to enhance their employability options. This will incorporate a high quality service sustaining client needs and expectations.

The Management Team of Mercury Training Services Ltd is committed to the Quality Management System, to all the requirements of ISO 9001 : 2008 and to continuous improvement.

The Mission Statement of Mercury Training is:-

  • To strive for the relief of poverty, unemployment, low level of communication skills and isolation experienced by people living within our operational areas.
  • To advance job creation, job retention and economic regeneration through the promotion of economic activity, local enterprise and business activities, and in particular to promote and facilitate the establishment of community and co-operative enterprises; and to encourage employers to recruit from within the area.

The aims and objectives of Mercury Training are to:-

  • Deliver the highest quality, effective training courses for our employers and learners.
  • Continually strive to improve the quality of our training courses.
  • Cater for learners and employers needs to encourage high performance and individual achievement.
  • Continually seek new ways of improving our business for the benefit of all stakeholders.

All staff shall be given adequate time and resource to ensure the Quality Management System is implemented effectively.

To achieve these aims, objectives have been set by the Managing Director.

The Quality Policy Statement shall be issued to all staff and displayed within the organisation. Changes to the Quality Policy Statement shall be made and an amended copy shall be issued to staff and displayed. This Policy shall be reviewed annually by the Senior Management Team and updated as required.

Guest Speakers Events Policy

Mercury wholeheartedly accepts that it must manage freedom of speech in line with its Safeguarding Policy, specifically with regard to Prevent and in-line with the Counter Terrorism and Security Act 2015. Mercury will support its staff to help ensure they meet their legal obligations and to implement this policy.

Mercury affirms its commitment to freedom of speech and to its legal obligation to take such steps as is reasonably practicable to ensure that freedom of speech within the law is secured for learners, employees and visiting speakers.

Mercury Training Services Ltd has a legal duty to ensure that a speaker exercising their right to freedom of speech does not commit an offence under current legislation, for example by inciting an audience to violence, breach of the peace or racial hatred.

The requirements of this policy apply to Mercury staff and learners.


Mercury believes that a culture of free, open and robust discussion can be achieved only if all concerned avoid needlessly offensive or provocative action and language.

Mercury expects all individuals to be sensitive to the diversity of its community and to show respect for individual values and beliefs.

Any activity which is likely to give rise to an environment in which people could experience fear, harassment, intimidation, verbal abuse or violence, particularly because of their ethnicity, race, nationality, religion or belief, sexual orientation, gender, disability or age, is contrary to Mercury’s values.

Mercury’s values

We regard people of all faiths, races and cultures with respect and tolerance.

We want learners to understand that while different people may hold different views about what is ‘right’ and ‘wrong’, all people living in England are subject to its law.

Mercury Training Services Ltd promotes the fundamental Human values of democracy, the rule of law, individual liberty, and mutual respect and tolerance of those with different faiths and beliefs.

Actively promoting the values means challenging opinions or behaviours that are contrary to fundamental Human values.

Mercury will work with its staff to:

  • enable learners to develop their knowledge, self-esteem and self-confidence
  • enable learners to distinguish right from wrong and to respect the civil and criminal law of England
  • encourage learners to accept responsibility for their behaviour, show initiative, and to understand how they can contribute positively to the lives and working in the locality of the school and to society more widely
  • enable learners to acquire a broad knowledge of and respect for public institutions and services in England
  • promote tolerance and harmony between different cultural traditions by enabling learners to gain an appreciation of and respect for their own and other cultures
  • encourage respect for democracy and democratic processes, including respect for the law

The list below describes Mercury’s expectations of its staff in developing learners’ understanding and knowledge in the area of Human Values:

  • An understanding of how citizens can influence decision-making through the democratic process
  • An appreciation that living under the rule of law protects individual citizens and is essential for their wellbeing and safety
  • An understanding that the freedom to choose and hold faiths and beliefs is protected in law
  • An acceptance that other people having different faiths or beliefs to oneself, or having none, should be accepted and tolerated and should not be the cause of prejudicial or discriminatory behaviour
  • An understanding of the importance of identifying and combating discrimination


Mercury Training Services Ltd may hold a number of different types of event during the course of the business operation. The health and safety aspects of events are covered through the Health and Safety Policy. The purpose of including events within this policy is to identify specific requirements with regard to external visitors and speakers.

Before hosting an event with visiting speakers, the Designated Safeguarding Person (DSP) will ensure that visiting speakers understand and accept Mercury’s expectations with regard to freedom of speech and Human Values. Furthermore, the DSP will ensure that the event

  • will not in any way work against the promotion of knowledge and freedom of choice will recognise the right to freedom of thought, conscience and religion
  • will raise the profile of Mercury Training Services Ltd in educating the community about its services, facilities and/or its curriculum offer


Mercury Training is committed to providing the best possible service that it can. We encourage positive feedback from customers where appropriate and have developed a Compliments Policy that explains our broad approach to handling compliments.


Mercury Training aims to use compliments about a service or individual member of staff to share good practice among the Company and encourage staff to continue to provide excellent services.


The Mercury Training Compliments Policy will be made readily available to customers.

What is a compliment?

A compliment is an expression of satisfaction with a service made by a customer about the organisation or a member of the Mercury team. A compliment may be made about an individual member of staff or our service as a whole.

Who is a customer?

A customer is anyone who contacts Mercury Training to request a service or is in receipt of a Service.

How can a compliment be given?

Any customer wishing to make a compliment can do so in person to any member of the Mercury Training team at our offices, by phone, e-mail, and letter or by completing the feedback page on the Mercury Training website.


Mercury Training is committed to continuous improvement in service delivery. As part of this commitment a monthly monitoring report will be prepared for the Managing Director.


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