We welcome feedback and are committed to resolving any concerns quickly and fairly.
1.1 In this Complaints Policy the following expressions have the following meanings:
means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One;
means an employee of The CPD Group Ltd who will handle Level Two Complaints;
means, any day (other than Friday, Saturday or Sunday) on which ordinary banks are open for their full range of normal business in United Kingdom;
means a complaint about services provided by The CPD Group Ltd about our customer service, or about our employees;
means an employee of The CPD Group Ltd working at Feedback and Complaint Team who will handle Level One Complaints;
means this document;
means the internal complaints handling procedure of The CPD Group Ltd which is followed when handling a Complaint and is available from our website for your reference;
means a unique code assigned to your Complaint that will be used to track your Complaint;
means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler; and
means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint. Your Complaint will be handled by an Appeal Handler.
2.1 The CPD Group Ltd welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our services, our customer service, or about our employees, not only do we want to resolve it to your satisfaction, but we also want to learn from it in order to improve our business and customer experience in the future.
2.2 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
3.1 This Complaints Policy applies to the provision of services by The CPD Group Ltd, to our customer service and to our employees.
3.2 For the purposes of this Complaints Policy, any reference to The CPD Group Ltd also includes our employees.
3.3 Complaints may relate to any of our activities and may include (but not be limited to):
3.4 The following are not considered to be Complaints and should therefore be directed to the appropriate department:
4.1 All Complaints, whether they concern our services, our customer service, or our employees, should be made in one of the following ways:
4.2 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
5.1 The CPD Group Ltd operates three-stage complaints handling procedure. Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two or Level Three. If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two. If you are not satisfied at the end of Level Two, you may escalate your Complaint to Level Three.
6.1 All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees of The CPD Group Ltd who need to know in order to handle your Complaint.
6.2 We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting Accreditation and Compliance Manager, Rebecca Lloyd, whose details are provided above in Section 4.1.
6.3 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in our Privacy Policy available from our website https://thecpd.group/privacy-policy.
If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Accreditation and Compliance Manager, Rebecca Lloyd by post at The Manor House, Rothwell, NN14 6BQ, United Kingdom, by telephone on 0208 3966 340, or by email at [email protected].
8.1 Overall responsibility for this Complaints Policy within The CPD Group Ltd and the implementation thereof lies with Director, Michelle Hare.
8.2 This Complaints Policy is regularly reviewed and updated as required.
8.3 This Complaints Policy was adopted on 01/01/2019.
8.4 This Complaints Policy was last reviewed on 31/07/2023.
Contact Rebecca Lloyd, our Accreditation and Compliance Manager