Frequently asked questions

TRAINING BUYER HELP

TRAINER HELP

TRAINING BUYER HELP

Job Poster Frequently Asked Questions

In this FAQ section, you'll find answers to common questions you might have as a TrainNation job poster. We keep these Frequently Asked Questions up to date, so you should find it a useful resource.

Click on a topic on the left to show all questions. Then click on a relevant question to see the answer. If you can't find the answer to your question, you can contact us through the website and we'll get back to as soon as possible.

HELP PAGES

Post a Job

How do I post my job?

Click here or visit Post a Job at the top of any page on the site. Describe your job in as much detail as possible. The better your description, the more interest you're likely to generate from Trainers.

Try to include the following information:

Location (or areas if multiple locations)

Proposed start date

Course Duration

Target Audience

Expected Learning Outcomes

Number of Delegates

Equipment supplied/required

Please don't put any contact details or sensitive information in your job title or description as anyone using the site can view this section.

What happens after I've posted my job?

We review all jobs before they are posted to the site. While waiting for your job to be approved, you can search for Trainers and invite them to quote on your job. You can also edit your job description.

Once your job has been approved, we email relevant Trainers asking them to look at your job. We will send you an email when Trainers apply, at which point you should return to the site and review the Trainers who have contacted you.

Why have I been asked to provide more information about my job?

Job descriptions that don't contain enough information tend to get little interest from Trainers.

If we've asked you to provide more information about your job, simply go to your TrainNation account and edit the job description. There, you'll find a few helpful suggestions about what sort of information Trainers might like to know.

Once re-submitted, we'll review your job again and all being well, get it live on the site

How can I request a quote from a specific Trainer?

The first step is to use our invite feature which can be found on every Trainers profile. We will send the Trainers an email and they should then get in touch with you. After that you can communicate securely and privately through our built-in messaging facility.

How do I remove my job listing from the site?

If you no longer need a Trainer, you can end your job listing. If you haven't shortlisted any Trainers, your job will be marked as 'cancelled'. You will be able to re-open your job anytime.

If you have shortlisted Trainers and contact details have been exchanged, you are not able to cancel your job. You retain the ability to message and hire your shortlisted Trainers. You can also still decline or shortlist other interested Trainers.

If you've found a Trainer for your job it's important that you indicate whom you've hired by clicking the Award Job button. Hiring through TrainNation allows you to leave feedback.

Can I post jobs for multiple locations using one account?

Yes. When you post your first job we'll ask you for a postcode which we'll use as your default. If you need a Trainer for a different area, simply submit the postcode for that area on the post a job form. We will then alert Trainers closest to the postcode of your job.

Shortlisting Trainers

What is shortlisting?

Shortlisting allows you to choose and exchange contact details with Trainers who expressed interest in your job.

Do I have to create a shortlist?

You must shortlist Trainers before you can send messages, hire or leave feedback.

What if I don't want to shortlist any of the Trainers in my list?

If you don't want to shortlist any of the Trainers who express interest in your job, we recommend that you search our directory and invite other Trainers to your job. Out of courtesy you should decline Trainers you're not interested in. When you decline Trainers, we send a polite message to inform them.

How do you notify Trainers of my contact details?

We’ll send the Trainer an email alert with your details.

Removing Trainers

Can I remove or replace a Trainer from my shortlist?

You’re not able to remove or replace shortlisted Trainers. If you’re unhappy with any of the Trainers you’ve shortlisted and you've shortlisted the maximum of 5 Trainers, you can always re-list your job.

Will you share my number with your partners or marketing companies?

Absolutely not! We’ll only pass your number on to the Trainers you’ve awarded your job.

Will my number be displayed on public parts of the site?

No - TrainNation does not display any of your contact details on public parts of the site.

How many Trainers can I shortlist?

A maximum of 5 Trainers can be shortlisted for each job.

Hire a Trainer

I want to make contact with a Trainer from my list, how do I get them to call me?

Awarding a Trainer the job will send them your contact details.

How to hire

How do I indicate who I've hired for my job?

Simply log in to your account, select the awarded job and see the trainer on your list. You may leave feedback at a later date if the work has not yet been completed.

We will politely inform other interested Trainers that someone else has been hired.

If I post a job, am I obliged to choose any of the Trainers on the site?

Of course not. Who you hire is totally up to you. We are here to help, and we want to help you find the best Trainers for your job. If you decide to cancel your job or hire a Trainer through another source, you can simply remove your listing from the site.

I accidentally accepted a quote on the site, how do I reverse it?

This is something that we do from our end. Simply contact us and we will change it for you.

A Trainer has asked me to work outside the site - is this allowed?

No. Certain Trainers may offer a small discount against your final invoice in order to avoid paying TrainNation. While this might sound like a good idea at the time, remember that you are unable to leave feedback for the Trainer once the job has been completed. If your job or project goes wrong for any reason, you have lost the ability to hold the Trainer accountable for the work they have carried out and to tell other members of the Community about your experience.

You should report anyone asking you to work outside TrainNation by contacting us

My job listing has ended. Can I still hire a Trainer?

Yes - if your listing has ended and you have shortlisted one or more Trainers, you can still interact with and hire Trainers who have expressed interest in your job.

If you need more quotes, you can also search for Trainers and invite them to quote.

Is pricing information made public?

The final agreed price is not made public. This information is only visible to us, yourself and the Trainer

Feedback

What is feedback?

Feedback is at the heart of the TrainNation community. Quite simply, feedback is an evaluation of a job poster's experience with a Trainer. Job posters can read previous feedback comments on each Trainers profile, before they hire. More importantly, Job posters can add to a Trainers reputation and bring accountability to their project by posting feedback after an agreement has been reached to carry out work.

How does feedback work?

Feedback has two important elements: the past and the future. Before you decide which Trainer to hire, you can look at past feedback to check them out. After an agreement has been reached to carry out work, you can add to that feedback. This system rewards excellent service and punishes bad service. Your feedback closes the loop and give the next client valuable information about that Trainer.

A Trainer hired through TrainNation has a strong incentive to do their absolute best because they are held accountable for any work they have committed to carry out. Hiring someone through TrainNation is safer for this reason. Do not use anyone who suggests that you bypass the site. An honest Trainer who intends to do good work will want your feedback.

TrainNation feedback is transactional, which means that only people who have actually hired that person can leave feedback on their profile. We work very hard to ensure that all feedback is genuine, which helps everyone using TrainNation.

I've found a Trainer through the site and I want to leave feedback. How do I do this?

Great! Simply log in to your account and find the Trainers that you used in your list. You won't be able to post feedback until you have hired a Trainer through the site, so if you haven't done so already, you'll need to award the job.

Once you have hired a Trainer, you will then be able to post feedback by clicking the Leave Feedback button. Feedback should only be left after the job is finished.

A Trainer has failed to make an appointment. What can I do?

We're sorry if you've been let down. We request that all Trainers contact customers in advance if they are unable to meet an appointment. Report anyone who fails to turn up by contacting us. We will take appropriate action if we believe that a Trainer has not acted in the best interests of our community.

We suggest that you focus on other Trainers in your list and make alternative arrangements.

What's the difference between a client reference and job feedback?

We require new Trainers to provide details of two previous clients before we allow them to use the site. Each reference is verified by TrainNation in a number of ways before comments are posted to the Trainer's profile.

Job feedback is an evaluation of work carried out for a job that was listed on TrainNation. Job feedback can only be left once a Trainer has been hired through the site and a transaction has taken place. All feedback comments undergo stringent technical and manual checks.

How can I be certain that feedback on the site is genuine?

Feedback is hugely important to our Community. It is a valuable indicator of a Trainer's reputation on TrainNation - most buyers depend on it when deciding who to hire.

We obsessively check all feedback

Every job is manually screened before it is approved and posted to the site

Feedback can only be left once a Trainer has been hired through the site and a transaction has taken place

All feedback comments undergo stringent technical and manual checks. Suspicious feedback is flagged and investigated thoroughly

Genuine feedback gives our Community the knowledge to hire Trainers with confidence - those who try to play the system are permanently removed from TrainNation.

Can I edit my feedback once it's been posted?

No. Once feedback has been posted to the site, it cannot be edited or removed. This is to prevent fraudulent changes, to prevent feedback blackmail and to avoid any possible confusion and loss of confidence from other users who would see feedback comments change unexpectedly.

I hired a Trainer through the site and I've been let down, what can I do?

In the first instance we recommend that you discuss any problems with the Trainer directly and try to work out a solution that suits both parties. Most Trainers want customers to be happy with their work and will be keen to resolve any issues amicably and to their customer's satisfaction.

If you are unable to reach an agreement and still feel that work hasn't been completed to your satisfaction, we recommend that you leave feedback. The ability to leave a comment on the Trainers profile creates a level of accountability that wouldn't otherwise exist.

Please note that Trainers have the right to reply to any feedback posted to the site. Responses to feedback are posted directly beneath the original feedback and cannot be edited or removed once posted.

Unfortunately TrainNation cannot get involved directly with disputes.

Why has my feedback been removed?

We take our feedback system very seriously and strive to ensure that every piece of feedback on our site is:

An honest and objective appraisal of actual work carried out

Impartial and unbiased

Posted by a genuine user

Posted by someone previously unknown to the Trainer

All feedback comments undergo stringent technical and manual checks. If feedback does not pass our checks to a standard that we can be confident about its authenticity, we remove it from the site.

Why can’t I see my feedback comments after posting them to the site?

All feedback undergoes manual and technical checks before we allow it to be published to the site. We have to be certain that each piece of feedback is genuine.

Fees

Does it cost anything to post a job?

No, it's completely free for job posters. TrainNation works by charging the Trainers a low membership and a small fee when they are shortlisted for a job.

Background checks

Do you perform any background checks on Trainer prior to them joining TrainNation?

TrainNation is an online marketplace that brings together Training Buyers and Trainers. We are not an agency and we don't personally endorse Trainers who use TrainNation. The accountability that we offer is our feedback system. Feedback is a major determining factor for Trainers getting work through TrainNation and they take it very seriously.

Trainers with valid qualifications, accreditations and memberships will have evidence of this and should be able to provide you with proof. Please note that you will need to verify any information provided by a Trainer prior to hiring

How can I be sure that the Trainer is qualified?

Trainers build their reputations on TrainNation with reviews from genuine clients. You see what a Trainer is really like, warts and all.

Do bear in mind that, whereas formal qualifications can play a part in the hiring decision, other important factors such as TrainNation feedback, client references and years of experience should also be taken in to consideration when making your final decision.

General

I'm not receiving your emails, what can I do?

In order to get the most from TrainNation, it's important that you're able to receive our email updates. Unfortunately, some email providers occasionally block our messages.

If you're not receiving our messages, your email provider may be blocking our mail. To help fix this problem, you should add contact@TrainNation to your safe senders list.

If you're not sure how to do this, please check your email provider's help and advice section. This will only take a few minutes and helps us to deliver a better service to our community.

How do I reset my password?

You can easily reset your password by email. We will automatically send you a message containing instructions about how to reset your password.

Can I talk to you over the phone?

Yes of course, please contact us

Uploading files

Another user has sent me an abusive message through the site. What can I do about it?

TrainNation is a community site that promotes mutual respect and friendly conduct amongst all users. We work hard to ensure that all content posted to the site is appropriate and in keeping with our policies.

If you happen to be subjected to or encounter such conduct or content, please contact us directly. We will do our best to investigate reports of this nature and take appropriate action as necessary.

I've enjoyed using your service. Do you accept testimonials?

Absolutely. We're very happy that you've had a good experience using TrainNation. Send us a message with your comments and we'll post them on the site. Please let us know if you're happy for us to publish your name and/or company details along with the testimonial.

Alternatively, if you'd like to tell us about your experience over the phone, contact us

Can I send you a suggestion for improving the site?

Certainly. We're constantly updating the site and always looking for new ways to improve our service. Send us a message with your suggestions. If you'd like to talk to us over the phone, contact us

Why can't I include my contact details on the public parts of the website?

We take your privacy very seriously, and want you to have a safe experience on our site. The last thing we want is for you to post your details on public view and receive unsolicited calls or spam email.

Is my personal information safe?

Yes, your information is completely safe. TrainNation does not divulge any of your contact details on the site. All communication takes place securely via the built-in messaging feature, which allows you to choose who you respond to, and who you want to work with.

We do not, and never will, sell your personal information to third parties, so you won't receive any unsolicited emails or phone calls.

TRAINER HELP

Trainer Frequently Asked Questions

In this FAQ section, you'll find answers to common questions you might have as a member of TrainNation. We keep these Frequently Asked Questions up to date, so you should find it a useful resource.

Click on a topic on the left to show all questions. Then click on a relevant question to see the answer. If you can't find the answer to your question, you can contact us.

Our Fees

What does it cost to join TrainNation as a Trainer?

Membership is free for the first month as we credit your account to get you started.

There are three levels of membership – Basic, Standard and Plus

Package
Weekly cost
Shortlisting fee
BASIC
£1.25
£5.00
For low volume users
 
 
 
STANDARD
£3.50
£2.00
Our most popular plan
 
 
 
PLUS
£5.00
£1.00
For high volume users

Our fees are taken monthly in arrears, in a similar way to a mobile phone contract so you only pay for what you use. There are no catches or long term commitments.

About shortlist fees

When you express interest in a job, the job poster can either shortlist you or decline your interest. When a job poster shortlists you, it means that they want to discuss your quote further. Contact details are automatically shared with every shortlist. When you’re shortlisted for a job, a fee is charged.

How much will I pay for a shortlist fee?

Shortlist fees start at £1 depending on your membership plan. Remember, there is no fee for sending a quote - the fee only applies if you are shortlisted

Our Refund Policy

We do not credit or refund shortlist fees or membership fees under any circumstances.

We don't refund shortlist fees because it’s impractical and costly for us to accurately verify the outcome of a job after a Trainer has been shortlisted. It would also leave the system open to abuse.

We price our fees extremely competitively. If we were to offer credits or refunds, our fees would increase - something we want to avoid at all costs.

Quality Trainers should expect to generate a return after a relatively short period of time. If you've tried your best and still feel that TrainNation has not delivered value for money, we'll be happy to look at your account and discuss ways of improving your success rate.

What do I need to join TrainNation?

To register as a Trainer you'll need to provide the following:

You will need to provide details of two previous clients who are willing to recommend you. We ask for client references to help us to decide if you're suitable for TrainNation. Reference comments are also added to your profile as positive feedback, which will help you get started on TrainNation.

We contact people by email so ensure their details are up to date. Always seek your client's permission for us to contact them first.

We verify references in a number of ways to ensure they are genuine and have been provided by the actual customer.

Can I submit references without an email address?

No, all references are taken by email. Reference comments are added to your profile as positive feedback which will ultimately help you win more work

Transferring references

You can submit any previous customer reference for work that was carried out within the last 12 months. You must submit the details through TrainNation so we can verify their comments.

My reference was declined

There are a number of reasons why we decline references:

If we’ve been unable to reach your referee after several attempts or the contact details supplied are incorrect, we’ll decline your reference and ask you to complete a new form.

We verify references in a number of ways to ensure that all comments are genuine and that the reference comment has been submitted by the intended recipient. If we’re uncertain about the authenticity of a reference, we’ll decline it. When this happens, another reference slot may be given at our discretion.

Your application may be declined if we suspect that your references are anything less than 100% genuine.

How long will my application take to process?

Most applications are approved within a few hours although the application process can take up to 5 working days if we have difficulty verifying or collecting certain information.

Your application may be delayed if we haven't been able to verify your references. You can help speed up the application process by making sure your referee's contact details are up to date. Referees are contacted by email so please ask your referees to respond promptly to our email requests.

Why was my application declined?

We decline applications for a number of reasons, which do not necessarily reflect on you personally. At TrainNation, we’re aware that we can’t help all Trainers find work. If we believe that we’ll be unable to help a Trainer find work, for whatever reason, we decline the application.

If my application is declined, can I reapply?

Depending on the reason for declining an application, we sometimes invite Trainers to reapply, offering tips and advice where appropriate.

How do I cancel?

If you’d like to cancel your membership with TrainNation, please contact us.

Can I talk to anyone about joining TrainNation?

If you’d like to talk to a member of our team about joining TrainNation, please contact us.

Can I edit my application?

Yes, no problem at all.

Trainer Membership

Editing your membership

You can move to a higher or lower price band. Your account will update at the start of the next month.

Cancelling your membership

To cancel your membership, please contact us directly and we will stop your account for you.

If you're having second thoughts about your membership, get in touch. We'll be happy to chat about your account.

Pausing your membership

Shortlisting

About shortlisting

What is shortlisting?

Once you express interest in a job, the job poster can either shortlist you or decline your interest. When a job poster shortlists you, it means that they like the look of your quote and profile and are giving you permission to contact them directly. When you’re shortlisted for a job, a fee is charged.

A maximum of 5 Trainers can be shortlisted for each job. On average, between 1 and 2 Trainers are shortlisted for each job.

Contacting the job poster

We verify the job poster's contact details before they are allowed to shortlist. If you are unable to reach the job poster on the details provided, you should keep trying, and make sure you also send a message through the site. If a telephone number is out of service, please contact us.

Shortlisting carries a risk. We cannot guarantee that you will be able to contact every client after being shortlisted. Our fees are priced very competitively to account for those jobs that you are not able to complete.

How are contact details shared?

When a job poster awards a job to you, contact details are exchanged - after which you are free to share any and all other contact details with the job poster.

We don't allow introduction messages that could, knowingly or otherwise, undermine the shortlist fee. This includes but is not limited to:

Messages that contain a telephone number or email address.

Messages that refer to the shortlist fee or any other TrainNation policy.

Messages that may prompt a job poster to contact a Trainer directly and bypass TrainNation.

Messages that in our opinion are simply not in keeping with the spirit of the site.

We reserve the right to charge the appropriate shortlist fee if a message is in breach of this policy.

Submitting quotes

Make sure you understand the detail of the job. You are able to change your bid once shortlisted if the job poster agrees but not after a job poster has hired you for the job.

Invoices & Payments

Ways to pay for invoices

All payments are taken monthly in arrears by direct debit - in a similar way to a mobile phone contract. You invoice your clients after work has been completed and we treat you with the same trust and respect. Your invoices are then all stored in your subscription area, you will find the link on your dashboard page

Billing settings

Automatic payments will be taken following your notification email at the end of each month.

Changing payment details

How do I change my registered payment details?

You can do this through your GoCardless direct debit account

About overdue invoices

What happens if an invoice becomes very overdue?

Your account will be restricted. You will be unable to express interest in jobs or send messages.

It is important that you pay any very overdue invoices as soon as possible. If you are having trouble paying or have any queries about your invoice, you should contact us as soon as possible.

Payment notifications

A notification email is sent by our payment partners GoCardless approximately one week prior to payment is taken. Payments are taken automatically four days later using direct debit.

I received an email stating that my membership payment has failed - what should I do?

If your subscription failed for any reason, you will need to create a new agreement. Just got to your dashboard and press the link to your subscriptions

Feedback

What is feedback?

Feedback is at the heart of the TrainNation community. Quite simply, feedback is an evaluation of a job poster's experience with a Trainer. Job posters can read previous feedback comments on each Trainers profile, before they hire.

More importantly, Job posters can add to a Trainers reputation and bring accountability to their project by posting feedback after an agreement has been reached to carry out work.

How does feedback work?

Genuine feedback has two important elements: the past and the future. Before customers decide who to hire, they look at your past feedback. After an agreement has been reached to carry out work, customers may add to that feedback, in either a positive or negative way. This future feedback rewards excellent service and punishes bad service.

You have a strong incentive to do your best in order to get feedback, which in turn increases your chances of getting more work (and being able to charge more for it), and more good feedback. You can get this virtuous circle started remarkably quickly through TrainNation. Growing your business just got a lot easier!

We verify everyone who posts a feedback comment to ensure that the feedback is genuine.

About reference feedback

We ask all new Trainer applicants to provide details of two previous customers who are happy to give a recommendation. Reference comments are then posted to the site as positive feedback.

Reference feedback is subject to the same rigorous checks that we apply to job feedback. Suspicious references are declined and the application to join TrainNation as a Trainer may be refused.

How feedback is calculated

Your feedback score is expressed as percentage determined by the total number of positive and negative feedback comments posted on your profile. Client references taken by TrainNation count as positive feedback.

About negative feedback

You have the right to reply to negative feedback and tell your side of the story. Your response will be posted directly underneath the original feedback comment.

Unfortunately TrainNation cannot get involved directly with disputes.

Positive feedback removed

All feedback comments undergo stringent technical and manual checks to ensure that they are genuine. Suspicious feedback is flagged and investigated thoroughly and we remove any feedback that fails our checks.

We will inform you by email if feedback has been removed from your account and the options available to you.

We reserve the right, in accordance with our terms and conditions, to remove any user from the site at our discretion and without notice who we believe to have breached our policies.

Trainer Profiles

Change of name

If you want to change your name, please contact us. We may need to ask for more information about the changes you want to make.

Why can't I include my contact details on the public parts of the website?

TrainNation is not a directory. We will remove any contact details found on your profile, including images. Such behaviour undermines other Trainers on the site who are using our service in good faith. Please contact us should you notice anyone displaying their contact details.

Owning multiple accounts

We only allow Trainers to hold multiple accounts in exceptional circumstances. If you need to open multiple accounts please contact us.

General

I'm not receiving your emails, what can I do?

In order to get the most from TrainNation, it's important that you're able to receive our emails. Unfortunately, some email providers occasionally block our messages.

If you're not receiving our messages, your email provider may be blocking our mail. To help fix this problem, you should add contact@trainnation.co.uk to your safe senders list.

If you're not sure how to do this, please check your email provider's help and advice section. This will only take a few minutes and helps us to deliver a better service to our community.

Resetting your password

How do I reset my password?

Simply click here and enter your email address. We will automatically send you an email containing instructions about how to reset your password.

A client is refusing to pay, what can I do?

In the unfortunate event that a customer refuses to pay for work carried out, it’s best practice to discuss any problems directly to work out a solution that suits you both. Try to avoid involving third parties.

Upon speaking to your client make sure they appreciate your circumstances. If necessary show a detailed breakdown of the work carried out. Of course - you’d rather receive payment directly and avoid the hassle of obtaining court proceedings or the services of debt collection agencies. Bear in mind that both these avenues cost time and money.

If you you've done everything you can to acquire payment and the client is still unresponsive, you should seek help and advice from a professional body. They should be able to provide you with advice on what to do next.

Can I talk to you over the phone?

Yes of course, our details are here – contact us

About abusive messages

TrainNation is a community site that promotes mutual respect and friendly conduct amongst all users. We work hard to ensure that all content posted to the site is appropriate and in keeping with our policies.

Despite our best efforts, TrainNation cannot guarantee that the site is entirely free from offensive or inappropriate content. If you happen to be subjected to or encounter such conduct or content, please do not hesitate to contact us. We will do our best to investigate reports of this nature and take appropriate action as necessary.

I've enjoyed using your service. Do you accept testimonials?

Absolutely - we're very happy that you've had a good experience using TrainNation. Send us a message with your comments and we'll post them on the site. Please do not hesitate to contact us and let us know if you're happy for us to publish your name and/or company details along with the testimonial.

Can I send you a suggestion for improving the site?

Certainly - we're constantly updating the site and always looking for new ways to improve our service. Please do not hesitate to contact us.