Issues with Learndirect - help/advice required

Paula2023

Hello, I am new to forums, I'm not even sure I have chosen the correct category. I need some guidance if anyone can offer any please? We signed our Daughter up for a 2 year GCSE with Learndirect. All was going well until just after she sat her mock exam in late December. Since this point she has not been able to access the rest of her course. We have emailed, called and Learndirect say there is a technical issue they cannot resolve, bearing in mind Learndirect's core business is online learning. After pushing and repeat calling they have sent a text book to us which is of no use nor ornament because you need the online access to answer the questions in the book! I have now lodged a formal complaint with Learndirect, it has been acknowledged but nothing as yet and they are passed the SLA for response. My Daughter sits her final exam in May and she has not had any learning since the end of December. We paid over £600 for this course. I have approached the department of Education but Learndirect do not fall under their governance. Where do I go from here please?  

knightstyle

have you been on their Facebook page to complain? There may be others on there in the same situation and together you have more clout with your comlaint.
Next I would send a LBA letter before action as this often helps companies realise you are serious and will not go away, make sure you give them a date to sort it by or you will take action. Then follow this with a claim if they do not sort it out.

Paula2023

I am not on Facebook but my Daughter is thanks for that I'll ask her to take a look at the page and a letter before action is a good idea. I am at an absolute loss at the moment so I very much appreciate your help. It seems they really don't care at all.....

Alderbank

Paula2023, what outcome are you looking for?
Is the main aim your daughter getting the best grade possible in May or are you seeking a full or partial refund?
Does the package include exam fees and exam centre booking and fees? If those are lost it might be difficult to make alternative arrangements at this stage.

Paula2023

hi, my main aim is getting my daughter back online asap to do the exam we have paid for. But I am looking for a partial refund and I have also requested that if she gets lower than her mock exam grade they will allow her to resit next year at a cost too Learndirect. At the moment I still have not had a response from the complaint’s department I chase daily. I have even messaged Wayne Janse Van Rebsburg the CEO last night on LinkedIn - nothing. I am astonished that an online learning platform have technical issues stopping a paying customer for learning and are not bothered one bit. The GCSE cost £600.79.

Paula2023

*UPDATE* Learndirect Ltd my post 22nd Feb 23. Finally after 7 months of complaining and a letter from a law firm to LD I can finally put the matter to rest. Learndirect agreed to pay back £175 not much I know but it was about not rolling over and accepting the situation. One thing I need to make clear is, in my original post Learndirect said it was a technical issue. However, in March when I finally spoke to the Complaints Manager she said they has actually withdrawn the course due to content and they are within their rights to do this! The Law Firm I used had represented several LD customers for very similar reasons. Before you embark with Learndirect please do some research, our experience has been horrendous and many of the courses are thousands of pounds. Learndirects website and portal looks very professional but I can assure you its not behind the scenes. Perfect example this is just one of many....the handwritten cheque (yes remember those) arrived yesterday in a cheap a5 brown envelope with nothing else not even a letter or note. It just summed it up for me. Fingers crossed my daughter will at least scrap a pass, seen has the second half of the Economics GCSE course was pulled from under her she isn't confident. Please please think long and hard before you give LD your hard earned cash.