Grievance Policy
How to raise a complaint about a course, an instructor, a certificate decision or how you were treated — and what we will do about it.
Last updated: August 1, 2026
Prototype placeholder. This policy is scaffolding that shows the structure and headings a page of this type needs. The wording has not been reviewed by a lawyer and must not be published as-is.
Scope
This policy covers complaints about course content or quality, an instructor, the accessibility of our materials, a decision about completion or a certificate, our handling of your personal information, or the conduct of anyone representing us.
How to raise a complaint
Email info@jedtraining.com with 'Grievance' in the subject line, or use the contact form and select 'A complaint or grievance'. Include what happened, when, and what outcome you are seeking. You may raise a complaint anonymously, though it limits what we can investigate and we cannot report back to you.
What happens next
- Within 2 business days — we acknowledge receipt and tell you who is handling it.
- Within 10 business days — we investigate and respond with our findings and any action taken. If it will take longer, we tell you why and give a revised date.
- Escalation — if you are not satisfied, you may ask for review by someone not involved in the original decision. That review is final internally.
Independence
A complaint about a specific instructor or course is never reviewed by the person who developed it. A complaint about a decision is never reviewed by the person who made it.
Possible outcomes
- Correction or clarification of course content
- Reissue of a certificate, or reversal of a completion decision
- A full or partial refund
- Revision of an assessment item found to be flawed
- Changes to a course, a policy or a process
- A finding that the complaint is not upheld, with reasons
External escalation
If you hold a licence and believe we have failed to meet the standards expected of a continuing education sponsor, you may raise the matter with your licensing board or with the relevant approval body. We will cooperate fully with any such enquiry and will provide our records on request.
Records
We keep a record of every complaint, the investigation and the outcome. These records are reviewed periodically to identify patterns. Complaint records are retained in line with our sponsor record-retention obligations.
No retaliation
We will not restrict access, revoke a certificate or otherwise disadvantage anyone for raising a complaint in good faith.
Questions about this policy? Email info@jedtraining.com.