Complaint Policy
1. Introduction
CPD Endorsed is committed to maintaining the highest standards of service, integrity, and professionalism. We recognise feedback, including complaints, as an opportunity to improve our processes and ensure fair treatment for all stakeholders. This policy establishes a structured approach to handling complaints in a transparent, efficient, and impartial manner.
2. Definitions
For the purpose of this policy, the following definitions apply:
- Complaint – A complaint is a formal expression of dissatisfaction regarding CPD Endorsed’s services, customer support, decisions, or the conduct of its recognised members. Complaints will be reviewed, and appropriate action will be taken where necessary.
- Complainant – The individual or organisation submitting a complaint.
- Complaint Reference Number – A unique identifier assigned to each complaint for tracking purposes.
- Escalation – The process of requesting a review of a complaint if the initial resolution is unsatisfactory.
- Resolution – The final decision or corrective action taken in response to a complaint.
3. Scope
This policy applies to all individuals and organisations associated with CPD Endorsed, including training providers, trainers, employers, and other stakeholders. Complaints may relate to, but are not limited to:
- The CPD endorsement process
- Application or assessment decisions
- Payment and invoicing issues
- Customer service and communication
- The conduct, professionalism, or compliance of CPD Endorsed members
4. Principles of the Complaints Procedure
- CPD Endorsed ensures that complainants will not face discrimination or penalties for raising a complaint at any stage of the process.
- Complainants will be kept informed of the progress of their complaint, and any unforeseen delays in the process will be communicated.
- If a complaint is not upheld, clear reasons will be provided to the complainant.
- If a complaint is upheld, appropriate remedial action will be taken, and the complainant will be informed accordingly. If applicable, any incidental expenses incurred due to CPD Endorsed’s actions may be reimbursed.
- CPD Endorsed acknowledges the rights of individuals who may be wrongly accused. If a complaint is found to be frivolous, vexatious, or based on false information, disciplinary action may be taken against the complainant.
- Where necessary, CPD Endorsed will facilitate access to relevant information and documents related to the complaint, ensuring compliance with privacy, confidentiality, and the reasonable interests of third parties.
- Complainants may be accompanied by a representative, such as a colleague or professional advisor, during any meetings related to their complaint.
5. How to Make a Complaint?
Complaints must be submitted in writing via email to complaint@cpdendorsed.com and include the following details:
- Full name and contact details of the complainant.
- A clear description of the issue, including relevant dates and supporting evidence.
- Any previous correspondence related to the complaint.
Anonymous complaints will only be considered if they provide substantial evidence of misconduct or a serious policy breach.
Upon submission, each complaint will be assigned a Complaint Reference Number, which will be provided in the acknowledgement email. This number must be used for any further correspondence related to the complaint.
6. Complaint Handling Process
CPD Endorsed follows a structured three-stage process to handle and resolve the complaint efficiently.
Stage 1: Initial Review
- Acknowledgement: A written acknowledgment, including the Complaint Reference Number, will be sent within 5 working days of receipt.
- Investigation: The complaint will be reviewed by the “Associate Complaint Officer” of Disciplinary Panel, who may request additional information if necessary.
- Resolution: A formal response will be provided within 5 working days of written acknowledgement, detailing the findings and any corrective actions taken. If additional time is required, the complainant will be informed of the expected resolution timeline. For complex cases, the maximum resolution timeline is 60 days.
Stage 2: Escalation to Senior Management
- Escalation Request: If the complainant is dissatisfied with the outcome, they may request an escalation of the matter to a Disciplinary Panel within 15 working days of receiving the response. The request must be submitted via email, referencing the Complaint Reference Number.
- Acknowledgement: A written acknowledgment, including the Complaint Reference Number, will be sent within 5 working days of receipt.
- Investigation: The complaint will be reviewed by the “Executive Complaint Officer” of Disciplinary Panel, who may request additional information if necessary.
- Resolution: A formal response will be provided within 15 working days of written acknowledgement, detailing the findings and any corrective actions taken. If additional time is required, the complainant will be informed of the expected resolution timeline.
Stage 3: Final Appeal
- Appeal Request: If the complainant remains unsatisfied, they may submit a Final Appeal to Disciplinary Panel of CPD Endorsed within 15 working days of receiving the Stage 2 decision.
- Acknowledgement: A written acknowledgment, including the Complaint Reference Number, will be sent within 5 working days of receipt.
- Investigation: The complaint will be reviewed by the Senior Complaint Officer” of Disciplinary Panel, who may request additional information if necessary.
- Final Resolution: A formal response will be provided within 15 working days of written acknowledgement, detailing the final decision. This constitutes the final stage of the internal review process.
- If additional time is required, the complainant will be informed of the expected resolution timeline. For complex cases, the maximum resolution timeline is 60 days.
General Process Notes:
- While most complaints are expected to be resolved at Stage 1, the Complaint Resolution Team will make every effort to address those escalated to them effectively.
- Where delays occur, the complainant will be informed. From stage 2 onwards, the entire process should not exceed 90 calendar days.
- If the complaint remains unresolved after the final stage of internal review, any legal resolution will be subject to the jurisdiction of the courts of England and Wales.
7 Confidentiality & Data Protection
All complaints will be handled with the highest level of confidentiality and in compliance with UK GDPR (Data Protection Act 2018). Information will only be shared when necessary for resolution and will not be disclosed to third parties without consent, except where legally required.
8 Monitoring and Review
- CPD Endorsed’s Disciplinary Panel is responsible for monitoring the implementation of this policy.
- The policy will be reviewed annually to ensure it remains relevant and effective.
9 Continuous Improvement
CPD Endorsed regularly monitors and analyses complaints to identify patterns and areas for improvement. Insights from complaints are used to refine our policies, procedures, and service quality.
For further information or assistance, please contact complaints@cpdendorsed.com or call us at +44-20-3890-4460.
