This document sets out our complaints management procedure and is aimed at our Accredited/Approved Organisations (AOs), trainees/candidates and all interested parties who receive a direct or indirect service from PeopleCert. This policy covers complaints that candidates, AOs or any interested parties may wish to make in relation to PeopleCert partners and/or the exams and associated services offered by PeopleCert.
We will review the policy and its associated procedures annually as part of our continuous improvement and revise them when necessary in response to external feedback, new requirements set by the Regulatory authorities, Accreditors/ Test Owners and any trends that may emerge with regard to the subject matter of complaints received.
How should I complain?
Candidates and/or members of the public who wish to complain about a level of service provided by an AO at which they have taken a PeopleCert accredited training or PeopleCert exam should have gone through their AO’s own complaints and appeal process before bringing the complaint to us.
If an individual is unhappy about an AO’s service or practice, the complaint must first go through the AO’s complaints process before bringing the matter to PeopleCert. AOs should take all necessary actions to ensure that candidates and staff involved in the management of training and exams are aware of the contents of this policy and that there is a complaints handling procedure and appeals process in place to deal with complaints and/or appeals from trainees/candidates about the services provided. If the complaint is not successfully dealt with by the AO, then the complainant may escalate this request to PeopleCert.
Candidates may submit a complaint directly to PeopleCert in exceptional circumstances where they feel there was a significant breach of security, integrity, confidentiality by the AO. If you have reasons to believe or suspect that malpractice and/or maladministration may have occurred, you should forward your concern to us and we will proceed in accordance with our Whistleblowing Policy.
When you contact us, please give us your full name, contact details along with:
- A full description of your complaint (including the subject matter and dates and times if known).
- Details of the training course (course name, trainer’s name, training venue address, duration, etc).
- Details of the exam involved (type of exam, exam venue address, invigilator’s name, etc).
- Copies of any evidence relating to the complaint (correspondence with AO, screenshots, etc).
Sometimes a complainant will prefer to remain anonymous. Although it is always preferable to reveal your identity and contact details, if you are concerned about possible adverse consequences, please inform us that you do not wish for us to divulge your identity. While we are prepared to investigate issues, which are reported to us anonymously, we shall always try to confirm an allegation by means of a separate investigation before taking up the matter with those to whom the complaint/allegation relates. Please note that there may be cases where revealing your name and email will be mandatory for us to investigate a case, i.e. retracing a candidate or a particular exam.
Which is the process followed?
- In case you have gone through the AO’s complaint process (1st level), but still you are not happy with the resolution or you have not received a resolution, you can escalate your complaint in writing to PeopleCert within 6 months from its occurrence. The complaining party/individual must submit evidence of previous communication with AO, including the proposed solution by the AO.
- Our Customer Service team will acknowledge receipt of your complaint within 48 hours, assigning a unique reference number.
- The responsible member of Customer Service team, acting as the 2nd level, will try to come with the resolution within 2 business days. If this is not possible and based on the complaint’s complexity, impact on other activities and urgency he/she will refer the case to the relevant PeopleCert team, as necessary. The proper team will proceed, ensuring that the investigation is carried out in a prompt and effective manner and in accordance with the internal procedures and will allocate a relevant member of staff to manage the case. At all times, we will ensure that PeopleCert personnel assigned have the appropriate level of training and competence and they have had no previous involvement or personal interest in the matter. We aim to investigate the complaint and report the outcomes and decisions regarding the complaint in writing within 10 business days.
- If your complaint is more complex or involves external advice or people who are not available at the time, we may extend this to 15 business days. We may contact you within this period to seek further information or clarification (in some instances, we may recommend a call or a meeting).
- If the complaint still cannot be resolved at this stage, then it will be forwarded to the Quality team (3rd level). Independent investigators may be assigned, as deemed appropriate. Quality team will provide their feedback in writing within 10 business days; for complex cases, we may extend this to 15 business days.
- Complainant may always escalate further to Regulatory Authorities or Test Owners if they believe that they have been treated unfairly throughout the process, no feedback has been provided or if they disagree with the final decision.
In situations where a complaint has been successful, or where an investigation indicates a failure in our processes, we will give due consideration to the outcome and will take appropriate actions such as:
- Identifying any other trainee/candidate and/or AO affected by that failure.
- Correcting, or mitigating as far as possible the effect of the failure.
- Reviewing and amending our arrangements, where appropriate, to reduce the likelihood that the failure will reoccur in the future.
- Starting disciplinary procedures against individuals or organisations whose behaviour was not appropriate in accordance with our procedures and requirements.