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 ensures training bookings, course access, learner attendance and completion decisions are managed consistently, fairly and with clear evidence.
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.
- Online self-paced courses
- Live virtual training
- Face-to-face classroom or practical sessions
- Employer block bookings
- One-off, recurring and bespoke training sessions
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.
Bookings must be confirmed in writing or through the approved booking system.
Learners must be given clear joining instructions and attendance expectations.
Attendance records must be accurate and retained securely.
Late arrival, early departure and non-participation may affect certificate eligibility.
Course changes must be communicated promptly and recorded.
Key risks and controls
Dispute risk: learners may dispute attendance or completion.
Operational risk: joining links, dates or venue details may be incorrect.
Safeguarding/identity risk: the wrong person may attend or complete training.
Fairness risk: inconsistent decisions about late arrival and certificates.
Commercial risk: non-attendance reduces income and trainer availability.
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
Booking creation
Record booking source, learner name, employer if applicable, course, date, delivery format, price, payment status and any declared support needs.
Confirm booking only when payment, invoice approval or employer authorisation requirements are met.
Joining instructions
Send clear instructions covering date, time, link or venue, equipment, ID expectations, preparation, cancellation rules, accessibility route and support contact.
For online courses, provide login instructions, access period and technical support route.
Attendance rules
Learners should arrive on time and remain for the full required session.
Trainers must record attendance, late arrival, early departure, significant non-participation and any conduct issues.
Where course outcomes require practical participation or assessment, attendance alone is not enough for completion.
Changes by ProCare Hub
Where ProCare Hub needs to change a date, trainer, venue, delivery method or course access arrangement, learners and employer clients should be informed as soon as reasonably practicable and offered a fair alternative or refund where required.
Completion decision
The Service Lead or trainer may withhold completion where attendance, assessment, participation, identity, payment or conduct requirements are not satisfied. The reason must be recorded and communicated professionally.
Required records and evidence
- Booking confirmation
- Joining instructions
- Attendance register
- Platform access logs
- Trainer notes
- Completion decision record
- Learner communications
- Refund or transfer records
Monitoring, review and improvement
Attendance and booking trends will be reviewed to identify recurring no-shows, late arrivals, access problems, trainer issues, overbooking or unclear course instructions.
Approval and version control
Approved by Simeon Ologeh on 10/06/2026. Version 1.0. The controlled copy is held by Brandso Group Limited.