1. Purpose and scope
This Complaints Procedure explains how learners, customers and other users can raise concerns about carelearning.org.uk and how we will handle them. It covers complaints about our online courses, learning content, website functionality, customer service, copyright and intellectual property, accuracy and quality of information, data protection and GDPR, and other legal or regulatory issues.
This procedure does not cover emergencies or safeguarding referrals, which must follow the safeguarding procedures of the relevant employer or organisation.
2. How to make a complaint
We accept complaints by email or through our online complaints form. We are committed to making this process accessible to everyone.
2.1 Email
Email us at info@carelearning.org.uk
2.2 Online complaints form
You can also submit your complaint using our online complaints form. The form provides a structured, step-by-step process and does not require any specialist software.
The online form is offered as an accessibility-friendly alternative. If you experience any difficulty using it, please email us and we will offer further assistance.
2.3 Reasonable adjustments
If you need reasonable adjustments to make a complaint — for example, because of a disability, a literacy difficulty, or a language barrier — please contact us by email or via the online form and we will discuss an accessible way to receive your complaint. We may be able to arrange for a third party (such as a carer or advocate) to submit a complaint on your behalf.
2.4 What to include
However you contact us, please provide: your full name; the email address you use on our site; details of the course or page involved, including URLs if relevant; a clear description of what has gone wrong; dates and times of key events; any steps already taken to resolve the issue; and the outcome you are seeking.
2.5 Anonymous complaints
We accept anonymous complaints; however, we may be limited in the steps we can take or the information we can share without being able to contact you. We will investigate anonymous complaints where there is sufficient information to do so, and we will record and consider the concerns raised as part of our quality monitoring.
2.6 Confidentiality
Information you provide as part of a complaint will be shared only with those within carelearning.org.uk who need it to investigate and respond. We will handle all complaint information in accordance with our Privacy Policy and UK GDPR. Complaint records are retained for a period of three years from the date of closure, after which they are securely deleted.
3. What we will do and timeframes
We aim to handle all complaints fairly, promptly and in line with UK best practice for digital service providers.
3.1 Acknowledgement
We will acknowledge your complaint by email within 5 working days of receipt. The acknowledgement will confirm who is dealing with your complaint and the expected timescale for our response.
3.2 Investigation
We will investigate the issues you have raised, which may include reviewing course materials, website logs, correspondence, and speaking with relevant staff or partners. We may contact you by email if we need more information or clarification.
3.3 Response
We aim to provide a full written response within 28 calendar days of acknowledging your complaint. If we cannot respond within this timeframe (for example, because the matter is complex), we will let you know before the deadline and provide an updated timescale. Our written response will explain the outcome of our investigation, any actions we will take, and the reasons for our decision.
3.4 Escalation (internal review)
If you are unhappy with the outcome of your complaint, you may request an internal review within 28 days of our response, by replying to the same email thread and clearly stating why you remain dissatisfied. A different, more senior member of the team (who was not involved in the original decision) will review your complaint and our response. We aim to complete this review and respond within 28 calendar days.
We will keep a record of complaints and how they were resolved to help us monitor quality and improve our services.
4. Specific types of complaints
4.1 Consumer rights and refunds
If you purchased a course or service from us online, you may have rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In particular, you may have a 14-day cooling-off right from the date of purchase, unless you have already started consuming the digital content and expressly agreed that your right to cancel starts immediately. If you believe you are entitled to a refund or remedy under these provisions, please set this out clearly in your complaint, including the date of purchase and the nature of your concern. We will assess your complaint with reference to applicable consumer law and respond accordingly.
4.2 Course content, accuracy and quality
If your complaint relates to course content (including inaccuracies, out-of-date material or quality concerns), we will review the relevant modules against current UK legislation, guidance and sector standards where applicable. Where we identify an error or material inaccuracy, we will correct or update the content as soon as reasonably practicable and, where appropriate, explain this to you in our response.
Where the issue materially affects your learning outcome (for example, an assessment error), we may offer a reasonable remedy such as re-assessment, access to updated content, or other proportionate action.
4.3 Copyright and intellectual property
If you believe carelearning.org.uk has infringed your copyright or other intellectual property rights, please email us with: your full contact details; a description of the work you claim has been infringed; the exact URL(s) on our site; evidence that you own or are authorised to act for the rights holder; and a clear statement of the nature of the alleged infringement.
On receipt we will acknowledge your complaint, investigate the claim, and where appropriate temporarily restrict access to the disputed material while we investigate. If we agree that an infringement has occurred, we will remove or amend the material and, if appropriate, discuss next steps with you; if we do not agree, we will explain our reasons in writing.
4.4 Data protection and UK GDPR
If your complaint relates to how we handle your personal data (for example, data accuracy, access requests, deletion, or security), we will treat this as a data protection complaint. Please email info@carelearning.org.uk with details of your concern, any relevant dates, and copies of previous correspondence.
We will acknowledge your data protection complaint within 5 working days. We will provide a substantive response within one calendar month, as required by UK GDPR Article 12. For complex cases, we may extend this to a maximum of three months; if so, we will inform you within the first calendar month and explain why more time is needed.
If you remain unhappy with our response to a data protection complaint, you have the right to raise your concerns with the UK Information Commissioner’s Office (ICO) at ico.org.uk.
4.5 Other legal or regulatory issues
For complaints involving other legal issues (for example, alleged defamation, discrimination or consumer rights not covered above), we will assess the matter with reference to applicable UK law and relevant guidance. Where necessary, we may seek external legal or professional advice before providing a final response.
5. Unreasonable and vexatious complaints
We are committed to treating all complainants fairly. However, in cases where a complaint is pursued in a way that is unreasonable, abusive, or vexatious — for example, where the same matter has been fully investigated and responded to, or where the behaviour of the complainant is threatening or harassing to staff — we reserve the right to limit or close correspondence on that matter.
Where we decide to take this step, we will write to you explaining our reasons. This does not affect your right to pursue the matter through external routes where applicable.
6. Alternative dispute resolution and external routes
6.1 Internal process first
Most complaints should be resolved directly with us first. Many external bodies will only consider a complaint after you have completed our internal process.
6.2 Alternative Dispute Resolution (ADR)
Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we are required to inform you that ADR is available as an option for unresolved consumer disputes. We are not currently registered with or committed to using a specific ADR scheme. However, you may wish to seek independent advice or explore whether a certified ADR provider is able to assist with your particular dispute. For further information on ADR and certified providers, visit the Chartered Trading Standards Institute at tradingstandards.uk.
6.3 Consumer rights
You may have rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable UK consumer law. Because carelearning.org.uk is an independent online learning provider rather than a regulated school or university, there may not always be a sector-specific ombudsman route for all types of complaint. You may wish to seek independent legal advice or support from a consumer advice organisation such as Citizens Advice if needed.
6.4 Data protection
If you are unhappy with how we have handled a data protection concern, you may complain to the ICO at ico.org.uk/make-a-complaint.
This procedure was last reviewed in April 2026. We review our Complaints Procedure periodically and will update it as required to reflect changes in legislation or best practice.