CareBridge Academy is committed to delivering high-quality training, workshops, employability support and professional services in a fair, supportive and respectful environment. We recognise the importance of feedback and acknowledge that individuals may, on occasion, wish to raise concerns or complaints regarding services provided. This Complaints Policy outlines the procedures in place to ensure complaints are handled fairly, proportionately, confidentially and within reasonable timeframes.
CareBridge Academy is committed to ensuring that all complaints are reviewed objectively and professionally in accordance with principles of fairness, transparency and continuous improvement. Complaints are viewed as an opportunity to improve service delivery, strengthen learner experience and maintain professional standards across all areas of the organisation.
Individuals are encouraged to raise concerns at the earliest opportunity to allow matters to be addressed promptly and appropriately. Complaints may relate to training delivery, workshops, learner support, communication, online learning, administrative processes, website services or any other aspect of CareBridge Academy operations.
Where appropriate, individuals are encouraged to attempt informal resolution initially by contacting CareBridge Academy directly to discuss the concern. Many issues may be resolved quickly through clarification, discussion or additional support without the need for a formal complaint process.
Where a matter cannot be resolved informally, a formal complaint may be submitted in writing via:
📧 carebridgetraining@outlook.com
📞 07518 398236
Formal complaints should include the individual’s full name, relevant contact details, details of the course or service involved, a clear description of the concern, relevant dates and any supporting information considered appropriate.
Upon receipt of a formal complaint, CareBridge Academy will normally acknowledge the complaint within three to five working days. A proportionate and impartial review will then be undertaken, taking into consideration available evidence, communication records and any relevant information provided by all parties involved.
CareBridge Academy aims to provide a formal written response within ten working days where reasonably practicable. However, where matters are complex or additional investigation is required, response times may be extended where necessary. Individuals will be kept reasonably informed where delays occur.
Outcomes following investigation may include clarification, additional learner support, review of procedures, service improvements, corrective actions or other reasonable resolutions considered appropriate based on the circumstances of the complaint.
All complaints will be handled sensitively, professionally and confidentially in accordance with applicable UK GDPR, confidentiality and safeguarding obligations. Complaint records may be retained securely where reasonably necessary for quality assurance, safeguarding, legal or operational purposes.
CareBridge Academy reserves the right to refuse, restrict or discontinue investigation of complaints considered abusive, threatening, discriminatory, malicious, repetitive without new evidence or intentionally misleading. This does not affect an individual’s legal rights.
If an individual remains dissatisfied following the outcome of a complaint review, they may request that the complaint is reconsidered internally. Requests for further review should be submitted in writing within a reasonable timeframe following receipt of the original outcome.
CareBridge Academy reserves the right to review, update or amend this Complaints Policy periodically to reflect legislative changes, operational developments, safeguarding obligations or improvements to organisational procedures.
This policy was formally reviewed and reassessed by CareBridge Academy on 9 June 2026.