Legal
Complaints Procedure
Version 1.0 · effective 18 June 2026
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1. Purpose and our commitment
We aim to be the most transparent body in our sector, and that includes how we handle things when they go wrong. We treat every complaint as a chance to put something right and to improve. We will handle your complaint promptly, fairly, courteously, confidentially, and without fear of it affecting how you are treated in future.
2. Complaint or appeal — which is which?
It helps to use the right route:
- A complaint concerns our service, conduct, or the way an accreditation decision was handled (for example, delay, poor communication, or a process not being followed).
- An appeal concerns the outcome of an assessment (you disagree with an Accredited / Conditional / Declined decision). Appeals are handled under the appeals process in the Standards Framework, not this procedure.
If you are unsure, contact us and we will direct your matter to the right process.
3. What you can complain about (and what's out of scope)
In scope: service quality, delays, staff conduct, accessibility, billing handling, data handling, and failures to follow our published processes.
Out of scope: the merits of an assessment outcome (use the appeals process); matters already determined through a completed complaint or appeal; matters subject to legal proceedings; and anonymous complaints where we cannot reasonably investigate (though we will still log them).
4. How to make a complaint
Email [email protected], or write to Complaints, Assured CPD Ltd, 63 Kingsway, Manchester, England, M19 2LL. To help us resolve it quickly, please include:
- Your name, organisation, and contact details;
- What happened, with relevant dates and any reference numbers;
- Copies of relevant correspondence, if any;
- What outcome you are looking for.
You may ask someone to complain on your behalf; we may need your authority to share information with them. Reasonable adjustments are available if you need support to make a complaint.
5. Stage 1 — acknowledgement and early resolution
We acknowledge every complaint within 3 working days. Many issues can be resolved quickly and informally at this stage by the relevant team member or their manager. We will tell you who is handling your complaint.
6. Stage 2 — formal investigation
If the matter is not resolved at Stage 1, or you ask for a formal investigation, a manager not directly involved in the issue will investigate. We will gather the facts, review records, speak to relevant people, and send you a full written response within 15 working days of the complaint. If a complex case needs longer, we will tell you why and give a revised date.
7. Stage 3 — independent internal review
If you remain dissatisfied, you may request a review within 20 working days of our Stage 2 response. A senior person not previously involved will review how the complaint was handled and the outcome, and respond within a further 10 working days. Where an independent advisory board is in place, complaints about the integrity of the Framework or our independence may be escalated to it. Stage 3 is the end of our internal process.
8. Timescales at a glance
| Stage | What happens | Our timescale |
|---|---|---|
| Acknowledgement | We confirm receipt and who is handling it | 3 working days |
| Stage 2 — investigation | Full written response | 15 working days |
| Stage 3 — review | Senior review response | 10 working days after request |
9. Possible outcomes and remedies
Where we got something wrong, we will say so and put it right. Remedies may include an apology, an explanation, correcting a record, re-doing work, a process change, a fee adjustment or refund where appropriate, or other reasonable steps. Where we did not get it wrong, we will explain why, clearly and with reasons.
10. Unreasonable or abusive complaints
We treat everyone with respect and expect the same in return. In rare cases of abusive, threatening, or persistent unreasonable behaviour, we may restrict contact channels or decline to engage further, while still meeting our legal obligations. We will explain any such decision in writing.
11. Records, confidentiality and data protection
We log all complaints and their outcomes, handle them confidentially, and use the information only to resolve the complaint and improve our service. Personal data is processed in line with our Privacy Policy and retained as set out there.
12. External escalation
Nothing in this procedure affects your statutory rights. Complaints specifically about how we handle personal data may also be raised with the Information Commissioner's Office (ICO) at ico.org.uk. Consumer disputes may be eligible for alternative dispute resolution; we will signpost a relevant ADR provider where applicable.