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 document sets the terms that apply when an individual learner accesses, books, purchases or participates in ProCare Hub training, whether online, live virtual, face-to-face, blended or employer-arranged.
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.
- Individual learners purchasing directly
- Learners nominated by employers or care providers
- Online learning accounts and course portals
- Live virtual sessions, classroom sessions and practical sessions
- Assessments, certificates, attendance records and learner support
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 must receive clear information about course content, price, format, cancellation rights, access period and certificate conditions before purchase or enrolment.
Learners must behave professionally and must not misuse learning materials, assessments, trainer access or certificates.
ProCare Hub may refuse access, withhold certificates or remove a learner where there is non-payment, safeguarding concern, abusive conduct, cheating, identity concern or material breach of terms.
Course completion does not automatically make a learner competent to perform tasks without employer supervision, role-specific training, assessment, policies or regulatory compliance.
Digital course content and certificates remain subject to intellectual property and licence restrictions.
Key risks and controls
Consumer risk: learners may not understand digital access and cancellation limits.
Certificate misuse risk: learners may present attendance as role competence.
Identity risk: online learners may share accounts or ask others to complete assessments.
Conduct risk: abusive or discriminatory behaviour can affect other learners and trainers.
Clinical/regulatory risk: care training may be applied incorrectly in practice if not supported by employer policies and supervision.
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
Pre-enrolment information
Publish or provide course title, delivery method, expected duration, learning outcomes, price, cancellation/refund summary, certificate conditions and any technical requirements.
Make clear whether the course is awareness training, CPD, mandatory training, employer induction support or part of an accredited qualification.
Where a course relates to care, explain that the learner’s employer remains responsible for role suitability, supervision, competence assessment and local procedures.
Learner account and identity
Learners must use accurate information, keep login details confidential and complete any assessment themselves unless an agreed reasonable adjustment permits support. ProCare Hub may request evidence of identity or employer nomination where needed.
Participation and conduct
Learners must attend on time, participate appropriately, respect trainers and other learners, avoid discriminatory or offensive behaviour and follow health and safety instructions during practical or face-to-face training.
Disruptive, abusive, unsafe or dishonest conduct may result in removal without certificate and may be reported to the employer client where appropriate.
Certificates and course completion
Certificates may be issued only when ProCare Hub is satisfied that the learner has met completion requirements, including attendance, assessment, identity, participation and payment conditions. Certificates may be corrected, withdrawn or reissued if an error, malpractice or misuse is identified.
Limitations of training
Training provides learning and awareness. It does not override legislation, regulator guidance, employer policy, person-specific care plans, risk assessments, safeguarding procedures, clinical instructions or professional judgement.
Required records and evidence
- Learner registration record
- Acceptance of learner terms
- Course access logs
- Attendance register
- Assessment records
- Certificate issue record
- Support, complaint or conduct notes
- Payment or employer nomination record
Monitoring, review and improvement
The Service Lead will review learner terms annually and after any complaint, chargeback, certificate dispute, safeguarding event, platform change or material change to training delivery.
Approval and version control
Approved by Simeon Ologeh on 10/06/2026. Version 1.0. The controlled copy is held by Brandso Group Limited.