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 learners who may experience disadvantage because of disability, health condition, language need, neurodiversity, temporary injury, caring responsibility or other relevant need can request appropriate support or reasonable adjustments.
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.
- Course access and booking
- Online and face-to-face learning
- Assessments and practical activities
- Learner communication and support
- Employer-nominated learners and individual learners
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 be given a clear route to request support before training.
Adjustments should remove or reduce disadvantage without changing the essential learning outcome or making the certificate misleading.
Requests must be handled respectfully, confidentially and without discrimination.
Evidence should be proportionate to the adjustment requested.
Where an adjustment cannot reasonably be made, alternative options should be considered and explained.
Key risks and controls
Equality risk: failure to consider adjustments may disadvantage disabled learners.
Assessment integrity risk: adjustment may accidentally change what is being assessed.
Confidentiality risk: sensitive health information may be shared unnecessarily.
Operational risk: late requests may be difficult to arrange.
Employer risk: managers may not tell learners about support options.
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
Request route
Course information and joining instructions should tell learners how to request support.
Employer clients should encourage learners to disclose training access needs early, while respecting privacy.
Requests should be logged and considered by the Service Lead or delegated person.
Examples of possible adjustments
Extra time for assessments, accessible materials, large print, captions, breaks, quieter space, alternative communication format, support with navigation of online systems, adjusted practical arrangements where safe and appropriate, or flexible scheduling.
Decision making
The adjustment should be reasonable, practical, safe, proportionate and compatible with course requirements. ProCare Hub should consider the learner’s needs, available resources, timing, health and safety, assessment integrity and any external awarding body rules.
Confidentiality
Only the information needed to arrange the adjustment should be shared with trainers or administrators. Health or disability information must be stored securely and retained only as long as necessary.
Appeal or review
If a request is refused or the learner considers the support unsuitable, the learner may request a review through the Service Lead and, where relevant, the Complaints or Appeals Procedure.
Required records and evidence
- Adjustment request
- Evidence considered where required
- Decision and rationale
- Trainer instructions
- Learner communication
- Review or appeal record
- External body approval where relevant
Monitoring, review and improvement
Adjustment requests and outcomes will be reviewed to improve accessibility, course design, platform functionality and staff training.
Approval and version control
Approved by Simeon Ologeh on 10/06/2026. Version 1.0. The controlled copy is held by Brandso Group Limited.