Complaints Policy.
How to complain about a course, a certificate, a payment or how you were treated, and what we do to put it right.
About this policy
Elearnment Ltd is a company registered in England and Wales (company number 17458288). We provide online training under the Good Food Hygiene brand, at goodfoodhygiene.co.uk. This policy explains how to complain about anything we do: our courses, our websites, a certificate, a payment, or the way someone has treated you.
We want to hear when something has gone wrong. A complaint helps us put it right for you and stops it happening to the next person. Making a complaint will never affect how we treat you, your course, or your results.
This policy is for complaints. If you disagree with an assessment result or a decision we have made about your learning, use our Appeals Policy instead — it has its own steps and timescales.
Who can complain
- Anyone who has taken, bought or signed up for one of our courses, including free practice courses.
- Business account holders, about their own account or the training of their staff.
- Anyone affected by our websites, marketing or emails.
A business account holder or another person can complain on a learner’s behalf, but we will need the learner’s agreement before we share any of their personal details.
How to complain
Email enquiries@goodfoodhygiene.co.uk, or use the contact form on the Good Food Hygiene website. Please tell us:
- your name and the email address on your account
- the course or page your complaint is about
- what happened, and when
- what you would like us to do to put it right
Screenshots or copies of emails help, but you do not need them to complain. If you need to complain in another way because of a disability, tell us and we will arrange it (see our Reasonable Adjustments Policy).
What happens next
Stage 1 — we look into it
- We acknowledge your complaint within 2 working days.
- Someone who knows the area looks into it, checks the records we hold (for example your course progress, assessment attempts or order) and may ask you questions.
- We send you a full written response within 10 working days of acknowledging it. If we genuinely need longer, we will tell you why and give you a new date.
Stage 2 — a review by the Director
If you are not happy with our Stage 1 response, reply within 20 working days and ask for a review. The Director of Elearnment Ltd will look at the whole complaint again, including how we handled Stage 1, and send you a final written response within 10 working days.
Once our courses are certified by a CPD body, you will also be able to take an unresolved complaint about a certified course to that body. We will add its details here when that happens.
Putting things right
If your complaint is upheld, we will tell you what we are doing about it. Depending on what happened, that may include:
- an apology and an explanation
- correcting a record or reissuing a certificate
- extending your course access or restoring an assessment attempt
- a full or partial refund, in line with the Good Food Hygiene Terms & Conditions and your legal rights
- changing a course, a page or a process so it does not happen again
This policy does not affect your statutory rights, including your rights under the Consumer Rights Act 2015 for digital content.
What we do not handle under this policy
- Disagreements with an assessment result or learning decision — see the Appeals Policy.
- Reports of cheating or certificate misuse — see the Malpractice Policy.
- Concerns about someone’s safety — see the Safeguarding Learners Policy. If anyone is in immediate danger, call 999.
- Requests about your personal data — these follow our Data Protection Policy and legal time limits.
Behaviour we will not accept
We understand that people who complain are often frustrated. We will not, however, accept abuse, threats or harassment of anyone who works with us. If that happens, we may ask for all contact to be in writing, or stop dealing with the complaint.
Learning from complaints
We keep a record of every complaint, what we found and what we changed. The Director reviews these records at least every three months, and any complaint about course content is fed into our Course Content Review Policy.
Complaint records are kept for 3 years from the date the complaint is closed, then deleted.
Responsibility and review
The Director of Elearnment Ltd is responsible for this policy. It is reviewed every year, and sooner if the law or the way we work changes.