COMPLAINTS PROCEDURE

Clarivive MedInsight

Clarivive MedInsight is committed to delivering high-quality training and maintaining professional standards. We take complaints seriously and handle them fairly, consistently, and in a timely manner.

1. Scope

This procedure applies to complaints relating to:
• Training delivery and learning materials
• Trainer conduct during training
• Administration and service issues within Clarivive MedInsight’s control
This procedure does not cover:
• Employer policies, staffing decisions, supervision, or deployment
• Incidents arising from the application or misuse of training after delivery
These matters remain the responsibility of the employer and/or the individual.

2. How to Raise a Complaint

Please submit your complaint using the contact details on our Contact Us page. Include:
• Your name and contact details
• Organisation name (if applicable)
• Course/service and date(s) involved
• A clear description of the issue and what outcome you are seeking
To allow effective investigation, complaints should be raised as soon as reasonably possible after the issue occurs.

3. Our Response Timescales

Stage 1 (Standard Review):
• We will acknowledge your complaint within 5 working days.
• We will aim to provide a full written response within 15 working days of acknowledgement.
Stage 2 (Escalation Review):
• If you remain dissatisfied, you may request escalation to Stage 2 within 10 working days of receiving the Stage 1 outcome.
• We will acknowledge the escalation within 5 working days.
• We will aim to provide a final written response within 20 working days of acknowledgement.
Extensions (Complex Complaints):
• If a complaint is complex and we cannot meet the timescales above, we will:
– Explain the reason for the delay, and
– Provide a revised response date.

4. Fair Use

Making a complaint in good faith will not affect your access to training or your ability to raise concerns.
We may manage or close complaints that are abusive, threatening, or repetitively raise the same issues without new evidence.

5. Learning and Improvement

We record complaints and outcomes to support service improvement and governance monitoring, in line with good practice expectations for handling and learning from complaints.