Complaints Policy – Social Care Learning

Last updated: 30 June 2025

At Social Care Learning, we aim to provide a professional, responsive, and high-quality learning experience for everyone who uses our platform.

We value your feedback—positive or negative—as it helps us improve.

What You Can Complain About

We welcome complaints about:

• Access issues to training courses or materials
• Technical problems not resolved via support
• Quality of course content or assessments
• Unclear communication or customer service
• Data protection or privacy concerns

How to Raise a Complaint

You can contact us by:

• Email: admin@hts.group 
• Phone: 0800 860 6727
• Or use our Contact Form

Please provide:

• Your full name and email
• A description of your concern
• Course name (if relevant)
• Any evidence (screenshots, emails, etc.)

What Happens Next

1. Acknowledgement: We’ll acknowledge your complaint within 2 working days.
2. Investigation: We aim to investigate and respond fully within 10 working days.
3. Resolution: We’ll offer a clear explanation or resolution. If further time is needed, we’ll keep you informed.

Appeals & Escalation

If you’re unhappy with the outcome, you can escalate the issue by replying directly to our decision and requesting a review by a senior manager.

We aim to resolve all complaints fairly and respectfully.