Complaints & Appeals Policy

Policy Owner: Stephanie Austin, Owner & Lead Trainer
Version: 2.1

Effective From: April 2015
Last Reviewed: February 2026
Next Review Due: January 2027 (or sooner if statutory guidance changes)
Applies To: All Prima Cura Training deliveries across the United Kingdom (UK)

1. Policy Statement

Prima Cura Training is committed to delivering high-quality training, fair assessment decisions and transparent governance.

We recognise that concerns may occasionally arise. Complaints and appeals are treated as opportunities to:

  • Improve the quality of training and assessment
  • Strengthen internal processes
  • Maintain transparency and accountability
  • Protect learners, employers and stakeholders
  • Uphold qualification integrity

This policy applies to all learners, clients, employers and stakeholders engaging with Prima Cura Training in the UK.

Nothing within this policy restricts or replaces statutory consumer rights.

2. Scope

This policy covers complaints relating to:

  • Training delivery
  • Trainer conduct
  • Course content
  • Remote trainer-led sessions
  • Assessment decisions (practical, knowledge or competence-based assessments)
  • Administrative or booking matters
  • Safeguarding concerns
  • Equality, Diversity & Inclusion matters
  • Malpractice or maladministration

This policy applies to face-to-face, blended and remote training delivery.

3. Professional Conduct

Prima Cura Training expects all parties involved in a complaint or appeal process to behave respectfully and professionally.

Abusive, threatening or defamatory behaviour towards staff or other learners will not be tolerated and may result in restricted communication.

This does not prevent legitimate complaints from being investigated fully and fairly.

4. Policy Review & Governance

This policy is formally reviewed at least annually, or sooner if:

  • Regulatory guidance changes
  • Awarding organisation requirements are updated
  • A complaint identifies a systemic issue
  • Internal Quality Assurance (IQA) recommends revision

The review process is overseen by the Owner and the IQA function to ensure continued compliance, fairness and alignment with awarding body and regulatory requirements.

PART A – COMPLAINTS PROCEDURE

5. Stage 1 – Informal Resolution

Where appropriate, concerns should first be raised directly with the trainer delivering the course. Many issues can be resolved immediately during or shortly after the session, if:

  • The complaint is not appropriate to raise with the trainer; or
  • The issue is not resolved informally

It should proceed to Stage 2.

6. Stage 2 – Formal Complaint

Formal complaints must be submitted in writing to:

Stephanie Austin
Owner & Lead Trainer, Prima Cura Training
Email: steph@primacuratraining.co.uk
Telephone: 0333 999 8783

Complaints should include:

  • Full name
  • Course title and date
  • Location (if applicable)
  • Clear description of the concern
  • Any supporting evidence

Anonymous complaints may be reviewed where possible, but this may limit the scope of the investigation.

7. Reasonable Adjustments

Prima Cura Training will make reasonable adjustments to enable learners with additional needs to submit a complaint or appeal, including alternative formats or appropriate support where required.

8. Timescales

  • Acknowledgement: within 5 working days
  • Initial response: within 10 working days
  • Full resolution target: within 20 working days

If additional time is required, the complainant will be informed and provided with an updated timeline.

9. Investigation Process

Upon receipt of a formal complaint:

  1. The complaint will be logged securely.
  2. The Owner will conduct an initial review.
  3. The Internal Quality Assurance (IQA) function will lead the investigation. Where a conflict of interest may arise, an independent IQA will be utilised.
  4. The trainer involved will provide factual clarification but will not determine the outcome.
  5. Where relevant, the complainant’s employer or line manager may be contacted.
  6. Other learners may be contacted for factual witness statements where appropriate.
  7. All evidence will be reviewed objectively and impartially.

Findings and decisions will be documented in writing.

10. Impartiality & Conflict of Interest

Prima Cura Training is committed to impartial handling of complaints.

  • The trainer involved will not determine the outcome.
  • The IQA function will review evidence independently.
  • Where a conflict of interest is identified, an alternative independent reviewer will be appointed.
  • Decisions will be evidence-based and proportionate.

11. Possible Outcomes

Depending on findings, outcomes may include:

  • Formal apology
  • Refund or discount (at the discretion of Prima Cura Training and in accordance with contractual terms)
  • Reassessment opportunity
  • Training retake (where appropriate)
  • Trainer coaching or supervision
  • Process improvement recommendations
  • Corrective action plan
  • No action (where the complaint is not upheld)

All decisions will be confirmed in writing.

12. Safeguarding & Equality Concerns

Complaints involving safeguarding or discrimination will be treated with heightened seriousness and urgency. Where necessary:

  • Safeguarding procedures will be followed immediately
  • External agencies may be notified
  • Confidentiality will be managed appropriately

Where safeguarding thresholds are met, the Safeguarding Policy takes precedence over this Complaints & Appeals Policy.

Complaints procedures do not replace statutory safeguarding reporting duties.

Records are stored securely on encrypted systems and retained in line with legal, insurance and safeguarding best practice guidance.

13. Confidentiality

Information relating to complaints and appeals will be handled confidentially and shared only with those directly involved in the investigation or where disclosure is required by law, regulatory obligation or safeguarding duty.

Complete confidentiality cannot be guaranteed where legal or safeguarding duties apply.

14. Record Retention & Data Protection

All complaints will be:

  • Logged securely
  • Retained for 3 years following resolution
  • Stored in accordance with UK GDPR and Prima Cura Training’s Privacy Policy

Records are stored securely on encrypted systems and retained in line with legal, insurance and safeguarding best practice guidance.

15. External Quality Assurance Access

The complaints and appeals log, along with associated documentation, will be made available to relevant External Quality Assurers (EQAs) or awarding organisation representatives upon request.

Prima Cura Training will cooperate fully with any external quality review relating to complaints, appeals, malpractice or maladministration.

16. Continuous Improvement & Oversight

All complaints and appeals are analysed as part of Prima Cura Training’s quality assurance framework.

Where trends are identified, actions may include:

  • Trainer CPD updates
  • Revision of training materials
  • Process redesign
  • Additional learner guidance

Complaint data is reviewed periodically at the management level to identify patterns or systemic issues.

PART B – APPEALS PROCEDURE

17. Right to Appeal

Learners have the right to appeal against:

  • Practical assessment decisions
  • Knowledge assessment outcomes
  • Competence-based assessment decisions

Appeals must be submitted in writing within 5 working days of receiving the assessment result.

Late appeals may not be accepted unless exceptional circumstances apply.

For regulated qualifications delivered under an awarding organisation, the awarding organisation’s appeals procedure may take precedence where required.

18. Appeals Process

  1. Appeal submitted in writing.
  2. Appeal logged securely.
  3. IQA reviews:
    • Assessment documentation
    • Assessment criteria
    • Marking decisions
    • Assessor feedback
  4. The original assessor provides clarification but does not determine the outcome.
  5. Written decision issued within 10 working days, where possible.

19. Access to Assessment Evidence

Learners may request access to relevant assessment evidence and marking criteria used to determine their result, subject to data protection considerations.

Prima Cura Training will provide sufficient information to explain how the decision was reached.

20. Appeal Outcomes

Possible outcomes include:

  • Original decision upheld
  • Reassessment opportunity
  • Adjustment of assessment outcome (where justified)
  • Identification of procedural error
  • Assessor feedback or retraining

All outcomes will be confirmed in writing.

21. Malpractice & Maladministration

If evidence of malpractice or maladministration is identified during a complaint or appeal, Prima Cura Training will:

  • Record the issue formally
  • Investigate in accordance with internal quality assurance procedures
  • Notify the relevant awarding organisation where required

Corrective or disciplinary action may follow.

PART C – EXTERNAL ESCALATION

22. External Escalation

Prima Cura Training aims to resolve concerns internally wherever possible.

If a complainant remains dissatisfied after exhausting the internal process, they may escalate to the relevant external body.

22.1 Awarding Organisations

For accredited courses delivered under an awarding organisation, escalation may be made to:

Contact details will be provided upon request.

External bodies may require evidence that the internal process has been completed.

22.2 Regulators & Sector Bodies

Where applicable, concerns may also be raised with:

  • Skills for Care (Care Certificate matters)

Prima Cura Training will cooperate fully with any legitimate regulatory review.

23. Vexatious or Unreasonable Complaints

Prima Cura Training reserves the right to manage complaints that are:

  • Repeated without new evidence
  • Abusive or threatening
  • Intended to disrupt rather than resolve

Where a complaint is deemed vexatious, the complainant will be notified in writing, and further correspondence may be limited.

24. Jurisdiction

This policy is governed by the laws of the United Kingdom (UK).

Complaints & Appeals FAQs

How do I submit a complaint?
Submit your complaint in writing by email to the Policy Owner. Include your name, course details and a clear description of your concern.

How long will it take to receive a response?
Complaints are acknowledged within 5 working days. A full response is normally provided within 20 working days.

Can I appeal an assessment decision?
Yes. Appeals must be submitted in writing within 5 working days of receiving your result.

Will the trainer involved decide my appeal?
No. Appeals are reviewed independently through the IQA function to ensure impartiality.

What if I am not satisfied with the outcome?
After completing the internal process, you may escalate to the relevant awarding organisation where applicable.

Will my complaint affect my qualification?
No. Complaints are handled separately from assessment decisions unless directly related to assessment integrity.

Are complaints kept confidential?
Information is handled confidentially and in accordance with UK GDPR. However, disclosure may be required where safeguarding or legal duties apply.