General Customer Complaints Procedure

Last updated: August 2026

The Compliance Classroom is committed to providing high-quality online compliance training and a reliable, professional service to schools, education settings, organisations and individual learners.

We recognise that occasionally something may go wrong or a customer may be dissatisfied with our service. We take complaints seriously and use feedback to resolve issues where possible and identify opportunities to improve our training and services.

1. Our Commitment

The Compliance Classroom Ltd (“The Compliance Classroom”, “we”, “us” or “our”) aims to handle complaints fairly, professionally and within a reasonable timeframe.

We will:

  • take complaints seriously;
  • consider the circumstances objectively;
  • investigate concerns where appropriate;
  • communicate with the complainant throughout the process where necessary;
  • seek to resolve issues reasonably; and
  • use complaints to identify opportunities for improvement.

There is no charge for making a complaint.

2. What Can You Complain About?

You can use this procedure to raise a concern about any aspect of The Compliance Classroom’s services, including:

  • training content;
  • course availability;
  • the online training platform;
  • learner or administrator accounts;
  • assessments and certificates;
  • customer service;
  • technical support;
  • accessibility;
  • licence administration;
  • billing or payment issues;
  • communications;
  • service availability; or
  • any other aspect of our service.

If your complaint specifically concerns how we have handled your personal information, please refer to our Data Protection Complaints Procedure.

3. How to Make a Complaint

You can make a complaint by contacting:

The Compliance Classroom Ltd
Email: [email protected]

We encourage complaints to be made by email where possible so that we have a clear record of the concern and can investigate efficiently.

If you are unable to make a complaint by email or require an alternative method of communication, please contact us and we will make reasonable arrangements to assist you.

4. Information to Include

To help us investigate your complaint, please provide as much relevant information as possible, including:

  • your name;
  • your school or organisation name, where applicable;
  • your contact details;
  • a description of the issue;
  • when the issue occurred;
  • the course, learner, order or invoice involved, where relevant;
  • any relevant screenshots, correspondence or supporting information; and
  • what you would like us to do to resolve the issue, where applicable.

You do not need to use any particular wording or format to make a complaint.

Please avoid sending unnecessary personal or sensitive information.

5. What Happens When We Receive Your Complaint?

When we receive a complaint, we will:

  1. record the complaint;
  2. acknowledge it as soon as reasonably practicable;
  3. review the information provided;
  4. investigate the matter where appropriate;
  5. contact you if we require further information; and
  6. provide a response as soon as reasonably practicable.

Depending on the nature of the complaint, our investigation may include reviewing:

  • account information;
  • training and completion records;
  • relevant platform activity;
  • communications;
  • order or payment records;
  • technical information;
  • relevant policies and procedures; and
  • information from relevant third-party service providers.

The time required to resolve a complaint will depend on its nature and complexity.

6. Our Response

Once we have considered your complaint, we will provide an appropriate response.

Where relevant, our response may explain:

  • what we found;
  • whether we identified a problem;
  • what action we have taken;
  • what we propose to do to resolve the issue; and
  • any further steps that may be available.

Depending on the circumstances, an appropriate resolution may include:

  • correcting an error;
  • providing additional technical support;
  • correcting or updating training content;
  • restoring or extending access;
  • providing a credit;
  • providing a refund where appropriate under our Refund & Cancellation Policy; or
  • another reasonable solution.

Any refund, credit or other financial remedy will be considered in accordance with our applicable contractual terms and Refund & Cancellation Policy.

7. Complaints About Training Content

If you believe that training content is inaccurate, unclear, outdated or inappropriate, please identify the relevant course and, where possible, the section or material concerned.

We will review the issue and consider whether any amendment or further review is required.

Legislation, statutory guidance, standards and recognised good practice can change over time. We therefore review and update our training where appropriate to maintain its accuracy, relevance and quality.

Where an issue requiring correction is identified, we will take appropriate action.

8. Complaints About Technical Problems

If you experience a technical problem with The Compliance Classroom platform, we will make reasonable efforts to investigate and resolve the issue.

Where possible, please tell us:

  • the course or page affected;
  • what you were attempting to do;
  • what happened;
  • any error message displayed;
  • the device and browser being used, if known; and
  • provide a screenshot where this may help us investigate.

Some technical issues may result from a user’s device, internet connection, browser, organisational network or another system outside our control.

Where possible, we will provide reasonable assistance to help identify or resolve the problem.

9. Complaints About Accessibility

We aim to make our website and training accessible to as many users as reasonably possible.

If you experience an accessibility problem, please provide details of the difficulty and the content or functionality affected.

We will consider accessibility concerns alongside our Accessibility Statement and will make reasonable efforts to identify and address problems.

Where appropriate, we may discuss alternative ways of accessing relevant information or training.

10. Complaints About Licences, Payments or Refunds

Complaints concerning licence purchases, payments, learner allocations, cancellations or refunds will be considered alongside the applicable:

  • Terms & Conditions;
  • Refund & Cancellation Policy; and
  • School & Organisation Licence Agreement, where applicable.

Our standard licences provide access for the licence period specified at purchase and do not automatically renew unless an alternative arrangement has been expressly agreed.

The fact that learners complete training before the end of a licence period does not, by itself, create an entitlement to cancel the licence or receive a refund.

Any statutory rights that apply are unaffected.

11. Escalating a Complaint

If you are dissatisfied with our initial response, you may ask us to review the complaint.

As The Compliance Classroom is a small organisation, it may not always be possible for a review to be conducted by someone who has had no previous involvement in the matter.

Where reasonably practicable, however, the review will be undertaken by a Director who was not primarily responsible for the original decision.

The review will consider:

  • your original complaint;
  • our initial response;
  • any additional information you provide; and
  • whether the proposed resolution was reasonable in the circumstances.

We will provide you with the outcome of the review as soon as reasonably practicable.

12. Data Protection Complaints

Complaints specifically concerning the processing or handling of personal information will be handled in accordance with our Data Protection Complaints Procedure.

This may include concerns about:

  • unauthorised access to personal information;
  • inaccurate personal information;
  • the lawful use of personal information;
  • data sharing;
  • data retention;
  • data security; or
  • the exercise of data protection rights.

Where appropriate, a general complaint containing a data protection element may be considered under both procedures.

13. External Complaints and Legal Rights

If you remain dissatisfied after we have considered your complaint, other remedies may be available depending on the nature and circumstances of the issue.

Nothing in this procedure excludes or limits any statutory rights or remedies available to you.

Where a complaint relates to data protection, you may also have the right to raise your concern with the Information Commissioner’s Office (ICO).

14. Recording and Reviewing Complaints

We will maintain appropriate records of customer complaints and how they were handled.

Complaint information may be reviewed to identify recurring issues and opportunities to improve:

  • course content;
  • the learning platform;
  • accessibility;
  • customer service;
  • policies and procedures;
  • technical processes; and
  • the overall customer and learner experience.

Personal information contained within complaint records will be handled in accordance with our Privacy Notice, Data Retention Policy and applicable data protection law.

15. Confidentiality

We will treat complaints confidentially as far as reasonably possible.

Information may be shared where reasonably necessary to:

  • investigate or resolve the complaint;
  • provide the relevant service;
  • obtain professional or technical assistance;
  • fulfil contractual obligations; or
  • comply with legal or regulatory requirements.

We will seek to limit any information shared to what is reasonably necessary for the relevant purpose.

16. Related Documents

This procedure should be read alongside our:

  • Terms & Conditions
  • Refund & Cancellation Policy
  • School & Organisation Licence Agreement, where applicable
  • Data Protection Complaints Procedure
  • Privacy Notice
  • Data Retention Policy
  • Accessibility Statement

17. Contact Us

To make a general customer complaint, please contact:

The Compliance Classroom Ltd
Email: [email protected]