Complaints Policy
Our Commitment
CrownEthics is committed to producing and delivering training that is accurate, educationally sound, and aligned with current UK regulatory standards. We take complaints seriously because they help us maintain and improve the quality of what we offer.
Every complaint will be acknowledged promptly, investigated fairly, and resolved as quickly as possible. We treat all complaints with respect and confidentiality.
What You Can Complain About
This policy covers complaints about:
- Course content — inaccurate, misleading, or outdated information; content not aligned with stated learning objectives; regulatory information that appears incorrect
- Course delivery — technical problems preventing access; assessment errors; certificates not issued correctly
- Customer service — unsatisfactory response to an enquiry; delays in communication; unprofessional conduct
- Billing and purchases — incorrect charges; problems with refunds; payment issues not resolved
- Accessibility — barriers to accessing or using our courses
How to Raise a Complaint
Please contact us as soon as possible after the issue arises. Complaints raised within 30 days of the relevant event are easier to investigate thoroughly.
Raise a complaint
Email us with your complaint and we will acknowledge it within 2 working days.
When you contact us, please include:
- Your full name and the email address associated with your account
- The course name, if your complaint relates to a specific course
- A clear description of your complaint — what happened, when, and what outcome you experienced
- What resolution you are seeking
- Any supporting evidence (screenshots, error messages, or other relevant information)
Our Complaints Process
Acknowledgement
We will acknowledge your complaint by email, confirm that it has been received, and provide a reference number.
Within 2 working daysInvestigation
We will investigate your complaint thoroughly. For complaints about course content or accuracy, we will involve our medical reviewer where appropriate. We may contact you for further information during this stage.
Within 10 working daysResponse
We will provide a full written response setting out our findings, our decision, any action we are taking, and the reasons for our decision.
Within 15 working days of receiptResolution
If your complaint is upheld, we will take appropriate action — which may include correcting course content, issuing a refund, providing access to a replacement course, or another remedy proportionate to the issue.
Confirmed in writing within 5 working days of the responseIf You Are Not Satisfied
If you are not satisfied with our response at Stage 3, you may request that your complaint is reviewed at a senior level. Please reply to our response email within 14 days, explaining why you remain dissatisfied and what additional outcome you are seeking.
We will carry out a senior review and provide a final written response within 10 further working days. Our final response will set out our definitive position on the complaint.
Escalation to CPD Group
CrownEthics is a CPD accredited training provider. If your complaint relates specifically to the quality of CPD content, its accuracy, or whether it meets CPD standards, and you remain dissatisfied after our final response, you may escalate your concern to our CPD accreditation body.
| CPD Group website | thecpd.group |
| Escalation basis | Only after CrownEthics final response has been issued and you remain dissatisfied |
Confidentiality
All complaints are treated as strictly confidential. Information about your complaint will only be shared internally with the people directly involved in investigating and resolving it. We do not share complaint details with third parties except where required to do so by law.
Learning from Complaints
We record and review all complaints to identify patterns, improve our courses, and strengthen our processes. Where a complaint identifies a genuine error in course content, we will correct it and — where the error is significant — notify affected learners.
We publish an annual summary of complaints received and our responses to them as part of our quality assurance review.
Feedback That Is Not a Complaint
If you simply have a suggestion, a question, or would like to share positive feedback, we welcome that too. Email us at info@crownethics.com — we read every message and genuinely value hearing from learners.
