Our office opening hours are 9 am – 5pm (UK time) Monday to Friday, excluding public holidays. Our telephones and whatsapp chat are open during these times for contact with the VIVID team. Outside of office hours we do have a chatbot that can help you with our most common enquiries or you can contact us via email through our online Contact Us form. We aim to respond to all general enquiry emails within two working days. If you are outside of the Pakistan, you can confirm the current PK time using the World Clock. If your enquiry is relating to any of the procedures below please refer to the response times that are included in the relevant policy. General Policy/Enquiry
General inquiry:
Within 2-3 days
Complaints Acknowledgement of receipt - 5-10 working days Full response from complaint acknowledgement -10- 25 working days. Refunds Acknowledgement of refund requests – 5 working days.( as per policy) Issue of refund 30 working days.
Tutor response on e-Learning portal : 5-10 working days if not received, please email on [email protected]
NEBOSH Related time scales Subject Access Requests 30 calendar days on receipt of evidence of identify/consent.
Appeals Stage 1 - 15 working days. Stage 2 - 10 working days confirming on whether an appeal will be heard. Stage 2 - outcome within 15 working days of panel hearing.
Certificate Unit Validity Extension 20 working days. Enquiry About Results On receipt of payment, you will receive an automated confirmation of your EAR submission. Your expected outcome date is published in your acknowledgement email.
Malpractice investigations Enquiries relating to malpractice investigations or closing interviews are responded to with 5 working days. Outcome of investigations communicated within 40 working days from receipt of all requested information.
Payments All enquiries relating to payments will be responded to within 5 working days. This includes:
Customer invoicing/payment queries
Supplier invoicing/payment queries
Examiner payment queries
Refund queries
Verification requests 5 working days to validate documents. 20 working days for university/visa applications. Please note: there is also an online verification service available on our website for immediate verification. *Response time are calculated from day of receipt unless specified