Complaints & Appeals Policy

Last updated: 12/08/2026

1. Purpose

This policy explains how training providers, applicants, and other stakeholders can raise a complaint about our service, or appeal a decision made about a CPD accreditation application. We are committed to handling every complaint and appeal fairly, promptly, and confidentially.

2. Scope

This policy covers:

  • Complaints about the conduct, service, or communication of CPD International Group or its reviewers

  • Complaints about how the accreditation process was carried out

  • Appeals against a decision to reject, condition, suspend, or revoke CPD accreditation

It does not cover complaints about the content or delivery of an already-accredited course — those should be directed to the training provider responsible for that course.

3. Our Commitment

  • Every complaint and appeal is treated seriously, fairly, and without bias

  • Complaints and appeals are reviewed independently of the original reviewer or decision-maker wherever possible

  • We will not penalise an applicant or provider for raising a genuine complaint or appeal in good faith

  • All information is treated confidentially and shared only with those directly involved in resolving the matter

4. How to Submit a Complaint or Appeal

Send a written complaint or appeal to cpd@cpdinternationalgroup.co.uk, including:

  • Your name and organisation

  • The relevant course or application reference, if applicable

  • A clear description of the complaint, or of the decision being appealed

  • Any supporting evidence or documentation

Complaints and appeals should normally be submitted within 14 calendar days of the decision or incident concerned.

5. Our Process & Timeframes

  • Acknowledgement — We confirm receipt of your complaint or appeal — within 2 business days

  • Review — A team member not involved in the original decision investigates the matter — within 10 business days

  • Outcome — You receive a written decision with the reasoning behind it — within 15 business days of submission

  • Extension — If more time is needed, we will contact you with a revised timeframe and reason for the delay — as required

6. Appeals Against Accreditation Decisions

Where an application has been rejected, conditionally approved, or had its accreditation suspended or revoked, the provider may appeal that specific decision. The appeal must:

  • Be submitted in writing within 14 calendar days of the decision

  • Clearly state the grounds for appeal

  • Include any additional evidence relevant to the original decision

Appeals are reviewed by a senior reviewer or assessor who was not involved in the original decision. The outcome will either uphold the original decision, overturn it, or request a resubmission with specific guidance. The decision reached at appeal stage is final.

7. Escalation

If you remain unsatisfied after the appeals process has concluded, you may request that the matter be escalated for final review by CPD International Group's senior management. Escalation requests should be sent to cpd@cpdinternationalgroup.co.uk marked "Escalation."

8. Confidentiality & Records

All complaints and appeals are handled confidentially. Records are retained for quality assurance and continuous improvement purposes, in line with our data handling practices.

9. Contact Details

Email: cpd@cpdinternationalgroup.co.uk Phone / WhatsApp: +44 7311 132 390 Business hours: Monday to Friday, 9:00 AM – 5:00 PM (UK time) Registered office: 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom Company number: 16963721

Select all of the above and paste directly into a new Squarespace page's text block — headings and bullets should carry over. If the paste comes through as plain text instead, just re-apply the heading/bold styles using Squarespace's text toolbar (I've kept the structure simple so that's quick).