This document forms part of the Brandso Group Policy Library. It has been prepared for ProCare Hub, a Brandso Group training service operated by Brandso Group Limited, company number 15970239, registered office Unit 6, 33 Hungerhill Road, Nottingham, England, NG3 4NB, ICO registration number ZC142984.
This document supports safe, fair, consistent and commercially controlled training delivery. It is not a substitute for independent legal, regulatory, awarding body, safeguarding, employment or clinical advice where a matter is complex, disputed or high risk.
Purpose
This policy protects the integrity of ProCare Hub certificates and sets the conditions for issuing, correcting, replacing, verifying, withdrawing and retaining certificate records.
Scope
This document applies to ProCare Hub and any Brandso Group staff, trainers, contractors, learners, employer clients or approved partners involved in the relevant training activity. It should be read alongside the Brandso Group legal, data protection, customer service, finance, HR and safeguarding-related policy packs.
- Attendance certificates
- Completion certificates
- CPD certificates
- Employer reports
- Digital and PDF certificates
- Corrections, replacements and verification requests
Policy statement and operating principles
ProCare Hub must deliver training that is clear, honest, safe, accessible, commercially fair and appropriate to the learner audience. Training materials must not overstate qualifications, guarantees, legal effect, inspection outcomes, employment prospects or regulatory approval.
Certificates must be accurate, traceable and issued only to eligible learners.
Certificates must not misrepresent qualification status, regulated approval, clinical competence or employment suitability.
Certificate templates must be controlled and protected from unauthorised editing.
Errors must be corrected transparently and recorded.
Certificates may be withheld or withdrawn where completion requirements are not met or malpractice is identified.
Key risks and controls
Fraud risk: certificates may be copied, altered or sold.
Misrepresentation risk: learners or employers may present awareness training as regulated qualification or competence.
Data risk: verification requests may disclose personal information incorrectly.
Quality risk: wrong learner names, dates or course titles damage trust.
Legal risk: certificates could be relied upon in care compliance, recruitment or inspection evidence.
Roles and responsibilities
- Role
- Responsibility
- Brandso Group Director
Approves the training governance framework, sets risk appetite and ensures ProCare Hub operates within Brandso Group standards.
ProCare Hub Service Lead
Owns course delivery, learner experience, trainer allocation, quality checks, complaints, certificates and escalation.
Trainer / Assessor
Delivers training competently, marks assessments fairly, keeps records and reports safeguarding, malpractice, quality or conduct concerns.
Administrator / Support Team
Manages bookings, learner access, attendance records, certificates, enquiries, invoices and data updates.
Learner / Employer Client
Provides accurate information, follows joining instructions, participates honestly, raises support needs early and complies with course rules.
Data Protection Lead
Advises on learner records, retention, privacy notices, data sharing, security and breach escalation.
Procedure
Eligibility to receive a certificate
The learner must have been booked or enrolled correctly, attended or completed required learning, met assessment or participation requirements, complied with course rules and satisfied payment or employer authorisation conditions.
Certificates must not be issued in advance of completion unless clearly marked as provisional and approved by the Service Lead.
Certificate content
Certificates should include learner name, course title, date completed, delivery method where relevant, certificate number or reference, provider name, issue date and any limitations required by the course type.
Corrections and reissues
Name spelling errors, date errors or course title errors may be corrected after checks. Reissued certificates should be traceable to the original record and should not hide a withdrawal or malpractice issue.
Verification
Verification requests must be handled securely. ProCare Hub should verify only necessary information and may require consent, employer authority or reasonable evidence before confirming a certificate.
Withdrawal
A certificate may be withdrawn where it was issued in error, obtained dishonestly, linked to malpractice, altered without permission or based on inaccurate identity or attendance. The learner and employer client should be informed where appropriate.
Required records and evidence
- Certificate register
- Attendance/completion evidence
- Assessment result
- Certificate template version
- Reissue/correction request
- Verification request and response
- Withdrawal decision record
Monitoring, review and improvement
Certificate quality will be monitored through sample checks, complaint reviews, audit of certificate numbers and periodic review of wording to prevent misrepresentation.
Approval and version control
Approved by Simeon Ologeh on 10/06/2026. Version 1.0. The controlled copy is held by Brandso Group Limited.