Complaints Policy
Last updated: 16/09/2026
The CPD Verification Centre is committed to providing a fair, transparent, and professional service. This Complaints Policy explains how you can raise a concern, how we handle complaints, and what you can expect from us throughout the process.
1. Purpose of This Policy
This policy ensures that:
- all complaints are handled promptly and professionally
- every provider is treated fairly and consistently
- issues are investigated in an objective and transparent manner
- outcomes are clearly communicated
2. What You Can Complain About
You may raise a complaint about:
- the verification process
- communication or service you have received
- delays or administrative errors
- decisions you believe were made incorrectly
- conduct of staff or representatives
Complaints about the content of your own training materials cannot be accepted, as you remain fully responsible for their accuracy and legality.
3. How to Make a Complaint
You can submit a complaint by email to:
Please include:
- your name and organisation
- the activity or service involved
- a clear description of the issue
- any supporting evidence
We cannot investigate anonymous complaints.
4. Acknowledgement
We will acknowledge your complaint within 3 working days and confirm the next steps.
5. Investigation Process
Your complaint will be reviewed by a member of our team who was not involved in the original decision or issue.
The investigation may include:
- reviewing submitted materials
- checking communication records
- speaking with relevant staff
- requesting additional information from you
We aim to complete investigations within 15 working days, although complex cases may take longer. If so, we will keep you updated.
6. Outcomes
Once the investigation is complete, we will provide a written response outlining:
- the findings
- any actions taken
- any changes made to our processes
- whether the complaint is upheld, partially upheld, or not upheld
If your complaint relates to a verification decision, we may:
- uphold the original decision
- request additional evidence
- conduct a secondary review
- amend the decision where appropriate
7. Escalation
If you are dissatisfied with the outcome, you may request an escalation. Your case will then be reviewed by a senior member of our team.
Their decision is final.
8. Unreasonable or Abusive Behaviour
We reserve the right to restrict communication if a complainant:
- behaves aggressively or abusively
- makes repeated complaints without grounds
- refuses to cooperate with the investigation
- uses threatening or discriminatory language
We will always notify you before taking such action.
9. Record Keeping
We maintain records of all complaints to:
- monitor service quality
- identify areas for improvement
- ensure consistency in decision-making
10. Policy Updates
We may update this Complaints Policy from time to time. Any changes will be published on our website.