Independent Third-Party Booking Service
Construction Helps (operated by Construction Helps Ltd) provides an independent third-party booking and administrative support service. We are not part of, associated with, endorsed by, or acting on behalf of CITB or CSCS. If you have any concerns regarding our booking assistance, administrative charges, or customer service, please follow our complaints procedure below.
Our Commitment to You
At Construction Helps, we strive to deliver high-quality booking and application support for candidates and companies across the UK construction sector. If any aspect of our service does not meet your expectations, we welcome your feedback and are committed to resolving complaints promptly, fairly, and transparently.
How to Submit a Complaint
If you are dissatisfied with any service provided by Construction Helps, you can lodge a formal complaint via email or post:
Information to Include in Your Complaint
To help us investigate and resolve your issue as quickly as possible, please provide the following details:
Our Investigation & Response Timeframes
We handle all formal complaints in accordance with the following structured process:
Stage 1 — Acknowledgment
We will acknowledge receipt of your complaint in writing within 2 business days and provide a unique complaint reference.
Stage 2 — Investigation
A senior manager will thoroughly review the circumstances, booking records, call recordings (where applicable), and correspondence.
Stage 3 — Formal Response
We will provide a comprehensive written resolution within 5 to 10 business days outlining findings and any corrective actions or justified refund.
Escalation Procedure
If you are not satisfied with the initial response from our customer support team, you may request an escalation to the Operations Director by replying to the complaint response email. The Operations Director will conduct an independent secondary review and issue a final determination within 5 business days of escalation.
Distinction Between CITB/CSCS and Construction Helps
Please note that Construction Helps is an independent third-party administration service. We have no authority over test venue operations, test invigilation, examination questions, test scoring, candidate admissions on the day of the test, or the eligibility criteria and approval decisions made by CITB or CSCS. For issues strictly concerning official CITB test centres or official CSCS scheme policies, we will direct you to the appropriate official body.
