Information
Complaints Procedure
LegalCPD is committed to handling complaints fairly, thoroughly, and in a timely manner. All complaints about accredited CPD activities must be raised with the accredited provider in the first instance. LegalCPD becomes involved only after the provider's own complaints process has been exhausted.
1. Scope
This complaints procedure applies to complaints about accreditation decisions made by LegalCPD, including decisions to grant, refuse, suspend, or withdraw accreditation. It also applies to complaints about the accreditation process itself, including delays, procedural irregularities, or failures to follow published accreditation standards. Complaints about the conduct of LegalCPD assessors, including concerns about bias, discourtesy, or failure to observe confidentiality obligations, fall within the scope of this procedure.
The procedure also covers complaints about the quality or conduct of accredited activities, but only after the accredited provider's own complaints process has been completed. This procedure does not apply to general enquiries about accreditation, requests for information, or disputes that fall outside the scope of LegalCPD's accreditation functions.
2. Complaints About Accredited Activities
All complaints about the quality, content, delivery, or conduct of an accredited CPD activity must be directed to the accredited provider in the first instance. Accredited providers are required under the Terms of Accreditation to maintain their own complaints procedures and to handle participant complaints fairly and in a timely manner.
Complainants must use the accredited provider's internal complaints process before raising the matter with LegalCPD. LegalCPD will not consider complaints about accredited activities unless the complainant can demonstrate that the provider's complaints process has been completed, or that the provider has failed to operate a complaints process within a reasonable timeframe.
Where a complaint remains unresolved after the provider's internal process has been exhausted, or where the complaint raises concerns about whether the provider has breached LegalCPD accreditation standards, the accredited provider will refer the matter to LegalCPD. LegalCPD will then consider whether the provider has failed to meet the standards required for accreditation, including standards relating to course content, delivery, materials, or participant support.
3. Referral to LegalCPD
Referrals to LegalCPD are made by the accredited provider once their own complaints process has been completed. The referral should include a summary of the original complaint, the steps taken by the provider to investigate and resolve the matter, the outcome of the provider's internal process, and the reasons why the matter is being referred to LegalCPD.
LegalCPD may also accept a referral directly from a complainant in exceptional circumstances, where the complainant can demonstrate that the provider has failed to operate a complaints process, has unreasonably delayed the handling of a complaint, or where the nature of the complaint makes referral via the provider inappropriate.
4. Acknowledgement
All complaints and referrals received by LegalCPD will be acknowledged in writing within five working days of receipt. The acknowledgement will confirm that the complaint has been received, provide a reference number, and outline the next steps in the process.
Where a referral is incomplete or does not contain sufficient information to enable an investigation to be conducted, LegalCPD will request additional details from the referring party. The investigation will commence once all necessary information has been provided.
5. Investigation
Complaints are investigated by a person who was not involved in the original accreditation decision or process that is the subject of the complaint. This ensures impartiality and independence in the investigation process. The investigator will review all relevant documentation, including the original application, assessment reports, the provider's complaints file, and any evidence provided by the complainant or the provider.
LegalCPD aims to provide a substantive response within twenty working days of acknowledgement. This response will set out the findings of the investigation and the decision on whether the complaint is upheld, partially upheld, or not upheld. In complex cases, a longer investigation period may be required, and the relevant parties will be informed of the reasons for the delay and provided with an estimated timeframe.
6. Outcome
Following the investigation, LegalCPD will communicate its decision in writing to both the complainant and the accredited provider. The decision will indicate whether the complaint is upheld, partially upheld, or not upheld. Where a complaint is upheld or partially upheld, the decision will set out what action LegalCPD will take. Remedies may include requiring the provider to take corrective action, reviewing the accreditation decision, or in serious cases suspending or withdrawing accreditation.
Where a complaint is not upheld, the decision will explain the reasons and set out the evidence considered during the investigation. LegalCPD will not adjudicate on individual disputes between participants and providers but will take action where systemic failures or breaches of accreditation standards are identified.
7. Review
If a complainant is dissatisfied with the outcome of the investigation, they may request a review of the decision within fourteen days of receiving the outcome. The request for review should be submitted in writing and should set out the grounds on which the review is requested, including any new evidence or information that was not available at the time of the original investigation, or any procedural irregularities in the handling of the complaint.
Reviews are conducted by a senior assessor who was not involved in the original investigation. The review will consider whether the investigation was conducted fairly and in accordance with this procedure, whether the decision was reasonable based on the evidence available, and whether any new evidence or information affects the conclusion reached. The outcome of the review will be communicated in writing within twenty working days. The decision of the review is final, and there is no further right of appeal within LegalCPD's complaints process.
8. Record-Keeping
All complaints received by LegalCPD are recorded and maintained in a confidential complaints register. The register records the nature of the complaint, the date received, the outcome of the investigation, and any action taken. This information is used for quality assurance purposes and to identify trends or recurring issues that may indicate systemic problems with accreditation processes or standards.
Complaint data is reviewed annually by LegalCPD to inform process improvement and the development of accreditation standards. Aggregated and anonymised complaint data may be used for reporting and statistical analysis. Personal data contained in complaints is handled in accordance with the LegalCPD Privacy Policy and the UK General Data Protection Regulation. Complaint records are retained for a period of six years from the date the complaint was closed, after which they are securely deleted or anonymised in accordance with data retention procedures.