Complaints Policy | CrownEthics<\/title>\n<link rel=\"preconnect\" href=\"https:\/\/fonts.googleapis.com\">\n<link rel=\"preconnect\" href=\"https:\/\/fonts.gstatic.com\" crossorigin>\n<link href=\"https:\/\/fonts.googleapis.com\/css2?family=League+Spartan:wght@600;700;800&family=Poppins:wght@400;500;600&display=swap\" rel=\"stylesheet\">\n<style>\n.ce-legal *{box-sizing:border-box;margin:0;padding:0;}\n.ce-legal{font-family:'Poppins',system-ui,sans-serif !important;color:#0B1220 !important;background:#fff !important;font-size:16px;line-height:1.7;-webkit-font-smoothing:antialiased;}\n.ce-legal .lw{max-width:860px;margin:0 auto;padding:64px 40px 80px;}\n.ce-legal .l-meta{background:#F4F6FA;border-radius:12px;padding:24px 28px;margin-bottom:48px;display:grid;grid-template-columns:1fr 1fr;gap:10px 32px;font-size:13.5px;}\n.ce-legal .l-meta .mk{font-weight:600;color:#0B1220;}\n.ce-legal .l-meta .mv{color:#5f6e82;}\n.ce-legal .l-meta .notice{grid-column:span 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!important;}\n@media(max-width:640px){.ce-legal .lw{padding:36px 20px 60px;}.ce-legal .l-meta{grid-template-columns:1fr;}.ce-legal .l-meta .notice{grid-column:span 1;}.ce-legal .contact-cta{grid-template-columns:1fr;}.ce-legal table td:first-child{width:auto !important;}}\n<\/style>\n<\/head>\n<body>\n<div class=\"ce-legal\">\n<div class=\"lw\">\n\n<h1>Complaints Policy<\/h1>\n\n<div class=\"l-meta\">\n <div><span class=\"mk\">Effective date<\/span><br><span class=\"mv\">23 June 2026<\/span><\/div>\n <div><span class=\"mk\">Last reviewed<\/span><br><span class=\"mv\">23 June 2026<\/span><\/div>\n <div><span class=\"mk\">Response time<\/span><br><span class=\"mv\">Within 5 working days<\/span><\/div>\n <div><span class=\"mk\">Contact<\/span><br><span class=\"mv\"><a href=\"mailto:info@crownethics.com\">info@crownethics.com<\/a><\/span><\/div>\n <div class=\"notice\">We are committed to providing high-quality professional standards training. If you are unhappy with any aspect of our courses or service, we want to know \u2014 and we will take every complaint seriously.<\/div>\n<\/div>\n\n<h2>Our Commitment<\/h2>\n<p>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.<\/p>\n<p>Every complaint will be acknowledged promptly, investigated fairly, and resolved as quickly as possible. We treat all complaints with respect and confidentiality.<\/p>\n\n<h2>What You Can Complain About<\/h2>\n<p>This policy covers complaints about:<\/p>\n<ul>\n <li><b>Course content<\/b> \u2014 inaccurate, misleading, or outdated information; content not aligned with stated learning objectives; regulatory information that appears incorrect<\/li>\n <li><b>Course delivery<\/b> \u2014 technical problems preventing access; assessment errors; certificates not issued correctly<\/li>\n <li><b>Customer service<\/b> \u2014 unsatisfactory response to an enquiry; delays in communication; unprofessional conduct<\/li>\n <li><b>Billing and purchases<\/b> \u2014 incorrect charges; problems with refunds; payment issues not resolved<\/li>\n <li><b>Accessibility<\/b> \u2014 barriers to accessing or using our courses<\/li>\n<\/ul>\n<div class=\"callout\">This policy does not cover complaints about regulatory outcomes, fitness to practise proceedings, or decisions made by your regulator. CrownEthics has no involvement in or influence over regulatory processes. For concerns about regulatory matters, contact your regulator or defence organisation directly.<\/div>\n\n<h2>How to Raise a Complaint<\/h2>\n<p>Please contact us as soon as possible after the issue arises. Complaints raised within <strong>30 days<\/strong> of the relevant event are easier to investigate thoroughly.<\/p>\n\n<div class=\"contact-cta\">\n <div>\n <h3>Raise a complaint<\/h3>\n <p>Email us with your complaint and we will acknowledge it within 2 working days.<\/p>\n <\/div>\n <a class=\"btn\" href=\"mailto:info@crownethics.com\">info@crownethics.com \u2192<\/a>\n<\/div>\n\n<p>When you contact us, please include:<\/p>\n<ul>\n <li>Your full name and the email address associated with your account<\/li>\n <li>The course name, if your complaint relates to a specific course<\/li>\n <li>A clear description of your complaint \u2014 what happened, when, and what outcome you experienced<\/li>\n <li>What resolution you are seeking<\/li>\n <li>Any supporting evidence (screenshots, error messages, or other relevant information)<\/li>\n<\/ul>\n\n<h2>Our Complaints Process<\/h2>\n\n<div class=\"steps\">\n <div class=\"step\">\n <div class=\"step-n\">1<\/div>\n <div class=\"step-body\">\n <h4>Acknowledgement<\/h4>\n <p>We will acknowledge your complaint by email, confirm that it has been received, and provide a reference number.<\/p>\n <span class=\"timing\">Within 2 working days<\/span>\n <\/div>\n <\/div>\n <div class=\"step\">\n <div class=\"step-n\">2<\/div>\n <div class=\"step-body\">\n <h4>Investigation<\/h4>\n <p>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.<\/p>\n <span class=\"timing\">Within 10 working days<\/span>\n <\/div>\n <\/div>\n <div class=\"step\">\n <div class=\"step-n\">3<\/div>\n <div class=\"step-body\">\n <h4>Response<\/h4>\n <p>We will provide a full written response setting out our findings, our decision, any action we are taking, and the reasons for our decision.<\/p>\n <span class=\"timing\">Within 15 working days of receipt<\/span>\n <\/div>\n <\/div>\n <div class=\"step\">\n <div class=\"step-n\">4<\/div>\n <div class=\"step-body\">\n <h4>Resolution<\/h4>\n <p>If your complaint is upheld, we will take appropriate action \u2014 which may include correcting course content, issuing a refund, providing access to a replacement course, or another remedy proportionate to the issue.<\/p>\n <span class=\"timing\">Confirmed in writing within 5 working days of the response<\/span>\n <\/div>\n <\/div>\n<\/div>\n\n<h2>If You Are Not Satisfied<\/h2>\n<p>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 <strong>14 days<\/strong>, explaining why you remain dissatisfied and what additional outcome you are seeking.<\/p>\n<p>We will carry out a senior review and provide a final written response within <strong>10 further working days<\/strong>. Our final response will set out our definitive position on the complaint.<\/p>\n\n<h2>Escalation to CPD Group<\/h2>\n<p>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.<\/p>\n<table>\n <tr><td>CPD Group website<\/td><td><a href=\"https:\/\/thecpd.group\" target=\"_blank\" rel=\"noopener\">thecpd.group<\/a><\/td><\/tr>\n <tr><td>Escalation basis<\/td><td>Only after CrownEthics final response has been issued and you remain dissatisfied<\/td><\/tr>\n<\/table>\n\n<h2>Confidentiality<\/h2>\n<p>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.<\/p>\n\n<h2>Learning from Complaints<\/h2>\n<p>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 \u2014 where the error is significant \u2014 notify affected learners.<\/p>\n<p>We publish an annual summary of complaints received and our responses to them as part of our quality assurance review.<\/p>\n\n<h2>Feedback That Is Not a Complaint<\/h2>\n<p>If you simply have a suggestion, a question, or would like to share positive feedback, we welcome that too. Email us at <a href=\"mailto:info@crownethics.com\">info@crownethics.com<\/a> \u2014 we read every message and genuinely value hearing from learners.<\/p>\n\n<div class=\"footer-note\">\n <p>This complaints policy was last reviewed on 23 June 2026. CrownEthics is committed to reviewing and updating this policy annually or when there are material changes to our processes.<\/p>\n<\/div>\n\n<\/div>\n<\/div>\n<\/body>\n<\/html>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Policy | CrownEthics Complaints Policy Effective date23 June 2026 Last reviewed23 June 2026 Response timeWithin 5 working days Contactinfo@crownethics.com We are committed to providing high-quality professional standards training. If you are unhappy with any aspect of our courses or service, we want to know \u2014 and we will take every complaint seriously. 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!important;}\n@media(max-width:640px){.ce-legal .lw{padding:36px 20px 60px;}.ce-legal .l-meta{grid-template-columns:1fr;}.ce-legal .l-meta .notice{grid-column:span 1;}.ce-legal .contact-cta{grid-template-columns:1fr;}.ce-legal table td:first-child{width:auto !important;}}\n<\/style>\n<\/head>\n<body>\n<div class=\"ce-legal\">\n<div class=\"lw\">\n\n<h1>Complaints Policy<\/h1>\n\n<div class=\"l-meta\">\n <div><span class=\"mk\">Effective date<\/span><br><span class=\"mv\">23 June 2026<\/span><\/div>\n <div><span class=\"mk\">Last reviewed<\/span><br><span class=\"mv\">23 June 2026<\/span><\/div>\n <div><span class=\"mk\">Response time<\/span><br><span class=\"mv\">Within 5 working days<\/span><\/div>\n <div><span class=\"mk\">Contact<\/span><br><span class=\"mv\"><a href=\"mailto:info@crownethics.com\">info@crownethics.com<\/a><\/span><\/div>\n <div class=\"notice\">We are committed to providing high-quality professional standards training. If you are unhappy with any aspect of our courses or service, we want to know \u2014 and we will take every complaint seriously.<\/div>\n<\/div>\n\n<h2>Our Commitment<\/h2>\n<p>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.<\/p>\n<p>Every complaint will be acknowledged promptly, investigated fairly, and resolved as quickly as possible. We treat all complaints with respect and confidentiality.<\/p>\n\n<h2>What You Can Complain About<\/h2>\n<p>This policy covers complaints about:<\/p>\n<ul>\n <li><b>Course content<\/b> \u2014 inaccurate, misleading, or outdated information; content not aligned with stated learning objectives; regulatory information that appears incorrect<\/li>\n <li><b>Course delivery<\/b> \u2014 technical problems preventing access; assessment errors; certificates not issued correctly<\/li>\n <li><b>Customer service<\/b> \u2014 unsatisfactory response to an enquiry; delays in communication; unprofessional conduct<\/li>\n <li><b>Billing and purchases<\/b> \u2014 incorrect charges; problems with refunds; payment issues not resolved<\/li>\n <li><b>Accessibility<\/b> \u2014 barriers to accessing or using our courses<\/li>\n<\/ul>\n<div class=\"callout\">This policy does not cover complaints about regulatory outcomes, fitness to practise proceedings, or decisions made by your regulator. CrownEthics has no involvement in or influence over regulatory processes. For concerns about regulatory matters, contact your regulator or defence organisation directly.<\/div>\n\n<h2>How to Raise a Complaint<\/h2>\n<p>Please contact us as soon as possible after the issue arises. Complaints raised within <strong>30 days<\/strong> of the relevant event are easier to investigate thoroughly.<\/p>\n\n<div class=\"contact-cta\">\n <div>\n <h3>Raise a complaint<\/h3>\n <p>Email us with your complaint and we will acknowledge it within 2 working days.<\/p>\n <\/div>\n <a class=\"btn\" href=\"mailto:info@crownethics.com\">info@crownethics.com \u2192<\/a>\n<\/div>\n\n<p>When you contact us, please include:<\/p>\n<ul>\n <li>Your full name and the email address associated with your account<\/li>\n <li>The course name, if your complaint relates to a specific course<\/li>\n <li>A clear description of your complaint \u2014 what happened, when, and what outcome you experienced<\/li>\n <li>What resolution you are seeking<\/li>\n <li>Any supporting evidence (screenshots, error messages, or other relevant information)<\/li>\n<\/ul>\n\n<h2>Our Complaints Process<\/h2>\n\n<div class=\"steps\">\n <div class=\"step\">\n <div class=\"step-n\">1<\/div>\n <div class=\"step-body\">\n <h4>Acknowledgement<\/h4>\n <p>We will acknowledge your complaint by email, confirm that it has been received, and provide a reference number.<\/p>\n <span class=\"timing\">Within 2 working days<\/span>\n <\/div>\n <\/div>\n <div class=\"step\">\n <div class=\"step-n\">2<\/div>\n <div class=\"step-body\">\n <h4>Investigation<\/h4>\n <p>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.<\/p>\n <span class=\"timing\">Within 10 working days<\/span>\n <\/div>\n <\/div>\n <div class=\"step\">\n <div class=\"step-n\">3<\/div>\n <div class=\"step-body\">\n <h4>Response<\/h4>\n <p>We will provide a full written response setting out our findings, our decision, any action we are taking, and the reasons for our decision.<\/p>\n <span class=\"timing\">Within 15 working days of receipt<\/span>\n <\/div>\n <\/div>\n <div class=\"step\">\n <div class=\"step-n\">4<\/div>\n <div class=\"step-body\">\n <h4>Resolution<\/h4>\n <p>If your complaint is upheld, we will take appropriate action \u2014 which may include correcting course content, issuing a refund, providing access to a replacement course, or another remedy proportionate to the issue.<\/p>\n <span class=\"timing\">Confirmed in writing within 5 working days of the response<\/span>\n <\/div>\n <\/div>\n<\/div>\n\n<h2>If You Are Not Satisfied<\/h2>\n<p>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 <strong>14 days<\/strong>, explaining why you remain dissatisfied and what additional outcome you are seeking.<\/p>\n<p>We will carry out a senior review and provide a final written response within <strong>10 further working days<\/strong>. Our final response will set out our definitive position on the complaint.<\/p>\n\n<h2>Escalation to CPD Group<\/h2>\n<p>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.<\/p>\n<table>\n <tr><td>CPD Group website<\/td><td><a href=\"https:\/\/thecpd.group\" target=\"_blank\" rel=\"noopener\">thecpd.group<\/a><\/td><\/tr>\n <tr><td>Escalation basis<\/td><td>Only after CrownEthics final response has been issued and you remain dissatisfied<\/td><\/tr>\n<\/table>\n\n<h2>Confidentiality<\/h2>\n<p>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.<\/p>\n\n<h2>Learning from Complaints<\/h2>\n<p>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 \u2014 where the error is significant \u2014 notify affected learners.<\/p>\n<p>We publish an annual summary of complaints received and our responses to them as part of our quality assurance review.<\/p>\n\n<h2>Feedback That Is Not a Complaint<\/h2>\n<p>If you simply have a suggestion, a question, or would like to share positive feedback, we welcome that too. Email us at <a href=\"mailto:info@crownethics.com\">info@crownethics.com<\/a> \u2014 we read every message and genuinely value hearing from learners.<\/p>\n\n<div class=\"footer-note\">\n <p>This complaints policy was last reviewed on 23 June 2026. CrownEthics is committed to reviewing and updating this policy annually or when there are material changes to our processes.<\/p>\n<\/div>\n\n<\/div>\n<\/div>\n<\/body>\n<\/html>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Policy | CrownEthics Complaints Policy Effective date23 June 2026 Last reviewed23 June 2026 Response timeWithin 5 working days Contactinfo@crownethics.com We are committed to providing high-quality professional standards training. If you are unhappy with any aspect of our courses or service, we want to know \u2014 and we will take every complaint seriously. Our Commitment…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-623","page","type-page","status-publish","hentry"],"_hostinger_reach_plugin_has_subscription_block":false,"_hostinger_reach_plugin_is_elementor":false,"_links":{"self":[{"href":"https:\/\/crownethics.com\/uk\/wp-json\/wp\/v2\/pages\/623","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/crownethics.com\/uk\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/crownethics.com\/uk\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/crownethics.com\/uk\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/crownethics.com\/uk\/wp-json\/wp\/v2\/comments?post=623"}],"version-history":[{"count":4,"href":"https:\/\/crownethics.com\/uk\/wp-json\/wp\/v2\/pages\/623\/revisions"}],"predecessor-version":[{"id":627,"href":"https:\/\/crownethics.com\/uk\/wp-json\/wp\/v2\/pages\/623\/revisions\/627"}],"wp:attachment":[{"href":"https:\/\/crownethics.com\/uk\/wp-json\/wp\/v2\/media?parent=623"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}