Purpose

The purpose of this procedure is to provide a clear and accessible process for:

• Raising dissatisfaction about a service or experience

• Challenging a decision made by Clarivive MedInsight Ltd

• Investigating concerns fairly and proportionately

• Correcting mistakes where identified

• Providing appropriate explanations and outcomes

• Identifying opportunities for service and policy improvement

• Maintaining suitable records and audit trails

This procedure applies to online learning, webinars, face-to-face training, employer-site training, blended learning, assessments, certification, learner support and associated administration.

It does not replace emergency, safeguarding, data-protection or legal reporting routes where another process is more appropriate.

What is a complaint?

A complaint is an expression of dissatisfaction about a service, action, omission, experience, communication or conduct connected with Clarivive MedInsight Ltd.

A complaint may relate to:

• Trainer or staff conduct

• Course quality or delivery

• Learner support

• Communication or customer service

• LMS access or technical administration

• Certificate processing delays

• Booking administration

• Venue suitability

• Accessibility arrangements

• Failure to follow a published policy or procedure

• Unreasonable delay

• Incorrect or incomplete information

• Treatment by a contractor or representative acting on our behalf

A complaint does not need to use the word “complaint” to be considered under this procedure. We will consider the substance of the concern rather than relying only on how it is labelled.

Routine enquiries, requests for information and technical-support queries will normally be handled through learner support unless they involve dissatisfaction requiring formal review.

What is an appeal?

An appeal is a formal request for Clarivive MedInsight Ltd to review a specific decision.

An appeal may relate to:

• An online assessment outcome

• A practical assessment refer decision

• Refusal, withholding, revocation or replacement of a certificate

• A reasonable-adjustment decision

• A reassessment decision

• A learner eligibility decision

• A misconduct or malpractice decision

• Suspension or termination of enrolment

• Another formal decision affecting the learner

An appeal should explain why the individual believes that the original decision may have been incorrect, unfair, procedurally flawed or unsupported by the available evidence.

Disagreement with a decision by itself does not necessarily establish valid grounds for an appeal. Relevant grounds may include:

• The approved procedure was not followed

• Relevant evidence was overlooked

• Incorrect criteria were applied

• A conflict of interest affected the decision

• A reasonable adjustment was not properly considered

• Significant new evidence has become available

• The decision was unreasonable in light of the evidence

Submitting an appeal does not automatically suspend or reverse the original decision unless Clarivive MedInsight Ltd confirms otherwise.

Practical assessment appeals

For face-to-face or blended practical courses, an appeal may ask us to review:

• Whether the assessment process was fair

• Whether approved course criteria were correctly applied

• Whether the learner received clear instructions

• Whether the assessment evidence was recorded appropriately

• Whether relevant evidence was considered

• Whether reasonable adjustments were considered and applied appropriately

• Whether the assessor had an actual or perceived conflict of interest

• Whether an administrative or procedural error affected the outcome

An appeal is not normally a complete reassessment of the learner based only on their disagreement with the assessor’s professional judgement.

The review will focus on whether the assessment decision was reached fairly, consistently and in accordance with the approved criteria and procedure.

Possible outcomes may include confirmation of the original decision, correction of an administrative error, review by another authorised assessor, additional assessment evidence being considered, or an offer of reassessment.

An appeal does not determine workplace competence, continuing professional competence or employer authorisation. A practical assessment outcome relates only to the course standard demonstrated in the relevant training or simulated environment.

Informal resolution

Where appropriate, we encourage concerns to be raised as early as possible so that they may be resolved quickly and informally.

Informal resolution may involve contacting:

• Learner support

• The trainer

• The administration team

• An appropriate manager

Examples of matters that may be resolved informally include:

• A misunderstanding about course instructions

• A minor certificate error

• A delayed response

• A straightforward LMS access problem

• A request for clarification

• A minor venue or administrative issue

The person raising the concern is not required to use informal resolution where:

• The matter is serious

• They feel unable or uncomfortable approaching the person involved

• The concern relates to safeguarding, harassment or misconduct

• Previous informal attempts have failed

• A formal record or decision is required

• The appeal submission deadline could be affected

Informal resolution does not remove the right to submit a formal complaint or appeal.

Formal complaint or appeal

Formal complaints and appeals should be submitted using the Complaints and Appeals Form provided below, at the bottom of this page.

Where the form cannot reasonably be used, a written submission may be sent using the alternative contact details in Section 13.

The submission should include, where applicable:

• Full name

• Email address and telephone number

• Learner ID or booking reference

• Employer or organisation name

• Course title

• Training or decision date

• Whether the submission is a complaint, appeal or both

• A clear description of the concern or decision being challenged

• Relevant dates and individuals involved

• Steps already taken to resolve the issue

• Grounds for the appeal, where applicable

• Relevant supporting evidence

• The outcome being requested

The complainant or appellant should provide factual, accurate and relevant information. They should not submit unnecessary patient-identifiable, medical, financial or confidential third-party information.

Anonymous complaints may be considered where sufficient information is available, but anonymity may limit our ability to investigate, verify evidence or provide an individual outcome.

A complaint or appeal may be withdrawn at any time by notifying us in writing. However, we may continue reviewing a serious safeguarding, safety, fraud, data-protection or misconduct concern where there is a legitimate reason to do so.

Timescales

Complaints should normally be submitted within 30 calendar days of the matter occurring or becoming known.

Appeals should normally be submitted within 14 calendar days of the decision being communicated.

Late submissions may still be accepted where there is a reasonable explanation, such as:

• Serious illness

• Disability-related circumstances

• Delayed receipt of the decision

• Relevant evidence becoming available later

• Exceptional personal circumstances

• Another fair and proportionate reason

We will normally:

• Acknowledge receipt within 5 working days

• Confirm whether the submission will be handled as a complaint, appeal or another type of request

• Request further information where needed

• Aim to provide a written outcome within 20 working days of receiving sufficient information to begin the review

Where the matter is complex, involves several parties, requires external information or cannot reasonably be concluded within 20 working days, we will provide an update explaining the delay and, where possible, a revised expected completion date.

Working days exclude Saturdays, Sundays and public holidays in England.

The complainant or appellant should respond to reasonable requests for information within the stated timeframe. Failure to respond may result in the review proceeding on the available evidence or the case being closed where it cannot reasonably continue.

Review process

The review will be proportionate to the nature, seriousness and complexity of the matter.

Depending on the issue, we may review:

• Course and booking records

• LMS activity

• Attendance records

• Assessment criteria and outcomes

• Practical assessment documentation

• Certificate records

• Communications and support records

• Trainer, assessor or staff accounts

• Learner feedback

• Reasonable-adjustment records

• Policies and procedures applicable at the time

• Documents, recordings or other relevant evidence lawfully available

We may contact the complainant, appellant or other involved parties for clarification.

Where reasonably possible, the formal review will not be conducted solely by the person whose conduct or decision is being challenged. Any actual or potential conflict of interest should be declared and managed appropriately.

Individuals who are the subject of a complaint will normally be given a fair opportunity to respond, unless doing so would create a safeguarding, safety, legal or evidential risk.

The decision will be made on the balance of the available evidence and will explain:

• The issue considered

• The evidence reviewed

• Whether the complaint or appeal is upheld, partially upheld or not upheld

• The reasons for the decision

• Any action or remedy offered

• Any available further review or external route

Records will be handled in accordance with our Privacy Policy and Records Retention Policy.

Possible outcomes

The outcome will depend on the facts, available evidence, applicable policy and requested remedy.

Possible outcomes may include:

• Complaint not upheld

• Complaint partially upheld

• Complaint upheld

• Appeal not upheld

• Appeal partially upheld

• Appeal upheld

• Explanation or clarification provided

• Apology

• Administrative correction

• Assessment decision confirmed

• Assessment evidence reviewed

• Reassessment offered

• Additional learning or support offered

• Certificate issued, corrected, withheld, revoked or replaced

• Refund, credit, transfer or rescheduling considered under the relevant policy

• Staff or trainer guidance

• Further training or supervision

• Corrective or preventive action

• Review of a course, process or policy

• Referral under another internal procedure

• No further action where the concern is unsupported by available evidence

An upheld complaint does not automatically create an entitlement to a refund, compensation or a particular outcome. Any financial remedy will be considered under the applicable terms, policy and legal obligations.

Training services supplied to consumers must be performed with reasonable care and skill, and nothing in this procedure removes rights provided by the Consumer Rights Act 2015.

Where dissatisfaction remains after the first formal outcome, a further internal review may be requested within 10 working days, provided the request identifies one or more of the following:

• A material procedural error

• Relevant evidence that was not considered

• A conflict of interest

• Significant new evidence

• A conclusion that was unreasonable based on the available evidence

A further review is not a complete repetition of the original investigation and will normally be conducted by a person who was not responsible for the first formal outcome.

Safeguarding, safety or serious concerns

Where a complaint or appeal involves safeguarding, immediate danger, harassment, violence, discrimination, fraud, criminal conduct, a personal-data breach or other serious misconduct, we may take immediate or separate action under the relevant policy or legal duty.

This may include:

• Protecting individuals from immediate harm

• Pausing training or restricting access

• Preserving relevant evidence

• Referring the matter to a safeguarding lead

• Contacting an employer or commissioning organisation

• Reporting a personal-data issue through the privacy process

• Contacting an awarding or accreditation body

• Contacting the police, emergency services, local authority or another appropriate agency

• Conducting a separate internal investigation

A complaint process will not delay emergency or safeguarding action.

Where someone is at immediate risk of serious harm, 999 should be contacted immediately rather than waiting for this procedure to be completed.

Data-protection complaints may be handled under our Privacy Policy and privacy-request process where that provides the more appropriate route. The complainant will be informed if the matter is redirected.

Vexatious, abusive or unreasonable behaviour

Clarivive MedInsight Ltd will not classify a complaint as unreasonable merely because it is persistent, strongly expressed, critical of the company or ultimately not upheld.

However, we may take proportionate steps to manage behaviour that:

• Is threatening, abusive, discriminatory or harassing

• Places unreasonable demands on staff

• Involves excessive repeated contact without new information

• Repeatedly raises substantially the same resolved matter

• Contains information known to be false

• Attempts to intimidate staff, learners or witnesses

• Misuses the procedure for an improper purpose

• Refuses to identify the issue to be reviewed despite reasonable assistance

• Prevents the complaint from being investigated efficiently

Possible controls may include:

• Requiring communication in writing

• Limiting contact to one named person

• Setting reasonable response intervals

• Declining to reconsider a matter already fully reviewed without new evidence

• Ending abusive telephone calls or meetings

• Restricting contact where necessary to protect staff or others

Any restriction will be proportionate, documented, periodically reviewed and communicated with reasons where appropriate.

Genuine concerns, protected disclosures, safeguarding reports or new relevant evidence will still be considered fairly.

External routes

Where a course is subject to an awarding body, accreditation body, certification body or approval organisation, an external complaint or appeal route may be available after Clarivive MedInsight Ltd’s internal procedure has been completed.

Availability will depend on:

• The specific course

• The organisation’s role

• Whether the matter falls within its remit

• Its own submission deadlines

• Whether internal procedures must be exhausted first

The final internal outcome will identify any known external route that is relevant to the specific matter.

For consumer advice, an individual may contact an appropriate consumer-advice service. The Competition and Markets Authority does not generally resolve individual consumer complaints.

For concerns about the use of personal information, an individual may have the right to complain to the Information Commissioner’s Office after raising the concern with us.

Nothing in this procedure prevents a person from contacting emergency services, the police, a safeguarding authority, a regulator or obtaining independent legal advice where appropriate.

Contact

Complaints and appeals should normally be submitted through the Complaints and Appeals Form provided below.

If you cannot access or use the form, contact:

Clarivive MedInsight Ltd

Email: info@clarivive.co.uk

Please state clearly whether you are submitting a complaint, an appeal, or both.

Include your learner ID, booking reference and course title where applicable, but do not send account passwords, full payment-card information, unnecessary medical records or confidential patient information.

If the concern relates to an emergency or immediate risk of harm, contact the appropriate emergency or safeguarding service first.