This policy sets out the support that the National LifeSkills Academy provides to learners and to the organisations that enrol them.

How to reach us

Learners and purchasing organisations can contact NLSA at director@nlsa.uk. We aim to respond within two working days. Our working hours are five days a week, 9am to 4pm UK time, and learners in other time zones should allow for that difference.

What we help with

• Access and technical problems, including logging in, audio, progress not saving, and downloading certificates.
• Questions about course content, referred to the course author where needed.
• Learning support and reasonable adjustments, under the Reasonable Adjustments Policy.
• Administration for schools and organisations, including enrolling staff, monitoring completion and obtaining certificates for training records.

Content that learners may find difficult

Some NLSA courses deal with the death of a child, with medical emergencies or with bullying. Courses say so before the relevant section, so that learners are not taken by surprise. Learners who find the material distressing are encouraged to pause, and are signposted to their employer’s support arrangements or to recognised national support services. NLSA does not provide counselling or clinical advice.

What we cannot do

NLSA cannot give medical, legal or employment advice, cannot advise on an individual pupil or patient, and cannot tell a school how to apply its own policies. Questions of that kind are referred back to the learner’s own organisation or to a qualified professional.

If something goes wrong

A learner who is unhappy with the service can use the Complaints Policy. A learner who disagrees with an assessment decision can use the Appeals Policy. Using either does not affect their access to the course.

National LifeSkills Academy Ltd  |  Learner Support Policy  |  v1.0 September 2026