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 procedure gives learners, employer clients and other stakeholders a clear route to raise complaints about ProCare Hub training, support, certificates, assessments, trainers, customer service or booking decisions.
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.
- Learner complaints
- Employer client complaints
- Assessment appeals and certificate disputes
- Trainer conduct complaints
- Refund, cancellation and support complaints
- Complaints involving safeguarding, discrimination, data protection or serious misconduct
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.
Complaints must be acknowledged, investigated fairly and responded to within a reasonable timeframe.
Appeals about assessment decisions should follow the assessment route first where appropriate.
Safeguarding, data breach, discrimination and whistleblowing concerns must be escalated under the relevant specialist policy.
Complainants must not be treated unfairly for raising a concern in good faith.
Complaints should be used to improve services.
Key risks and controls
Reputation risk: unresolved complaints harm trust.
Fairness risk: complaint investigator may be involved in the original issue.
Evidence risk: weak records make decisions difficult.
Escalation risk: safeguarding or data matters may be treated as ordinary complaints.
Commercial risk: complaints may link to refunds, chargebacks or contract disputes.
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
How to complain
Complaints should be submitted by email, website form or another approved route, setting out the issue, course/booking details, people involved, date, evidence and preferred outcome where known.
Acknowledgement and triage
Acknowledge complaints promptly, identify whether it is a complaint, assessment appeal, safeguarding concern, data protection issue, refund request, trainer conduct issue or payment dispute, and assign an appropriate owner.
Investigation
Review booking records, communications, attendance, trainer notes, platform logs, assessment records and relevant policies.
Where appropriate, speak to the learner, employer client, trainer or support staff.
Avoid conflicts of interest where possible.
Outcome
The response should explain what was reviewed, the decision, any remedy, whether the complaint is upheld, partly upheld or not upheld, and any improvement actions. Remedies may include apology, correction, certificate reissue, reassessment, transfer, refund, goodwill or no further action.
Escalation or review
Where a complainant is dissatisfied, a senior Brandso Group representative may review the decision. If an external awarding organisation is involved, its complaints/appeals route may also apply.
Required records and evidence
- Complaint record
- Acknowledgement
- Evidence reviewed
- Investigation notes
- Outcome response
- Improvement actions
- Refund/goodwill approval
- Escalation record
Monitoring, review and improvement
Complaint themes, response times, outcomes and improvement actions will be reviewed as part of ProCare Hub quality assurance and Brandso Group governance reporting.
Approval and version control
Approved by Simeon Ologeh on 10/06/2026. Version 1.0. The controlled copy is held by Brandso Group Limited.