Complaints and Appeals Policy
1 Introduction
Briefed strives to ensure our training and assessments meet the highest standards and all requirements mandated by legislation or regulatory requirements. If you are unsatisfied with any aspect of our training or assessments, we welcome your feedback.
Most complaints can be resolved quickly through informal discussion with a Briefed representative. If this does not adequately resolve the problem, you should initiate the formal procedure set out below reasonably promptly.
In order to meet our legal and regulatory requirements, certain assessments may include a mandatory pass mark and/or a limited number of reset attempts. Where a user fails a relevant course, this policy outlines how you may appeal to resit an assessment.
2 Scope
This policy applies to all training and assessment content offered by Briefed via the Briefed Academy, and to all registered users thereof.
3 Complaints
Step 1: Written Complaint
You should put your complaint in writing and submit it to the Operations Manager at hello@briefed.com, who will determine your complaint on behalf of Briefed. The written complaint should set out:
What course/assessment your complaint relates to;
The nature of the complaint;
Any relevant facts; and
How you would like the complaint resolved.
Step 2: Investigation
Following a written complaint, the Operations Manager will undertake an investigation. If the complaint relates to an equality & diversity matter, the Operations Manager will coordinate with the Equality & Diversity Lead to agree a solution.
Upon investigating the complaint, the Operations Manager will respond as soon as is reasonably practicable, detailing the outcome of the investigation and any steps Briefed will take to remedy the issue.
Steps 3: Further Action
Where you are not satisfied with the outcome of a complaint, you may request the decision be appealed. In the event of an appeal, Briefed will agree with you on the appointment of an arbitrator whose independent decision will be binding.
4 Failing an Assessment: Appeals Process
Where a trainee fails an assessment on repeated occasions, they will be automatically restricted from making further attempts.
In order to resit an assessment, you must submit a formal request to resit the assessment to the Operations Manager. The Operations Manager will keep a record of the request and query if the trainee is having any particular issues with the training.
5 Records
Briefed will maintain records of all complaints and appeals made under this policy for the purposes of quality assurance. These may be provided to regulatory bodies, in line with regulatory requirements.
6 Review
This policy is reviewed on an annual basis. If you have any questions relating to the operation of this policy, please contact the Operations Manager at hello@getbriefed.com.
This policy became operational on: 1st October 2022
Last reviewed or updated on: 29th September 2023