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 defines the support ProCare Hub provides to learners before, during and after training, including technical support, course guidance, accessibility support, certificate queries and signposting for welfare or safeguarding concerns.
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 enquiries
- Technical support and access problems
- Course guidance and assessment support
- Certificate and completion queries
- Learner welfare, safeguarding and vulnerability concerns
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.
Learners should know how to get help and what response times to expect.
Support must be professional, respectful, consistent and recorded where appropriate.
Staff must distinguish between course support, technical support, safeguarding support and advice outside ProCare Hub’s role.
Learners must not be given answers to assessments in a way that undermines assessment integrity.
Safeguarding or urgent welfare concerns must be escalated immediately.
Key risks and controls
Access risk: learners may miss training due to login or technical issues.
Fairness risk: some learners may receive excessive assessment help.
Boundary risk: learners may ask for clinical, employment, legal or personal advice.
Safeguarding risk: learner disclosure may require escalation.
Reputation risk: slow support can lead to complaints and refunds.
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
Support channels
Learners may contact ProCare Hub through the published email, phone number, website form, booking platform or approved help centre route. Support hours and response times should be clearly published.
Technical support
Staff may assist with login, password reset, access links, browser issues, certificate download and platform navigation. Complex platform faults should be logged and escalated.
Course support
Trainers may explain course concepts, direct learners to materials and clarify assessment instructions. They must not provide answers, complete work for learners or unfairly advantage one learner.
Welfare and safeguarding
If a learner discloses abuse, risk of harm, exploitation, radicalisation, self-neglect or immediate danger, staff must follow safeguarding escalation procedures and should not promise absolute confidentiality.
Support records
Significant support interactions, technical failures, accessibility requests, complaints, safeguarding concerns and certificate disputes must be recorded in the appropriate system.
Required records and evidence
- Support request
- Ticket/call notes
- Resolution record
- Platform fault logs
- Adjustment records
- Safeguarding escalation where applicable
- Complaint or appeal record
Monitoring, review and improvement
Support trends will be reviewed to improve joining instructions, FAQs, platform stability, learner communications and course design.
Approval and version control
Approved by Simeon Ologeh on 10/06/2026. Version 1.0. The controlled copy is held by Brandso Group Limited.