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 explains how ProCare Hub manages non-attendance, late arrival, early departure and failure to complete required online training within the access period.
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.
- Classroom, live virtual and practical sessions
- Online self-paced courses
- Employer block bookings
- Bespoke sessions
- Learners who attend but fail to meet participation requirements
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.
Non-attendance must be recorded accurately and communicated fairly.
Certificates must not be issued where minimum attendance or completion requirements are not met.
Employer clients should be informed where their nominated learners do not attend, subject to privacy and contract arrangements.
No-shows may be chargeable where a place, trainer or access has been reserved.
Exceptional circumstances may be considered on a case-by-case basis.
Key risks and controls
Certificate integrity risk: issuing certificates to absent learners undermines trust.
Employer compliance risk: employers may think mandatory training is complete when it is not.
Dispute risk: learners may claim they attended without evidence.
Commercial risk: no-shows waste course capacity.
Wellbeing risk: unexpected absence may indicate a safeguarding or welfare concern in some contexts.
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
Recording absence
Trainers must record non-attendance, late arrival, early departure and removal from session.
For online learning, the platform record should show access, progress, assessment attempts and completion status.
Communication to learner
The learner should be told why a certificate cannot be issued and what options may be available, such as rebooking, transfer, further assessment or employer discussion.
Communication to employer
Where the booking was made by an employer, ProCare Hub may inform the employer that the learner did not attend, did not complete or is not eligible for a certificate. Information shared should be limited to what is necessary.
Charges and transfers
No-shows are normally non-refundable unless there is a valid legal or exceptional reason. Transfer requests may be considered where made promptly and where course capacity allows.
Safeguarding or welfare escalation
If absence or departure raises immediate concern about a learner’s safety or the safety of others, staff must escalate using the Safeguarding Concern Escalation Policy or emergency procedures as appropriate.
Required records and evidence
- Attendance register
- Platform logs
- Trainer notes
- Learner communication
- Employer notification
- Transfer/refund decision
- Safeguarding escalation record where relevant
Monitoring, review and improvement
Non-attendance data will be reviewed to identify unclear joining instructions, poor timing, technical issues, employer release problems or repeat client patterns.
Approval and version control
Approved by Simeon Ologeh on 10/06/2026. Version 1.0. The controlled copy is held by Brandso Group Limited.