CPD Complaints Policy
Our commitment to fair, transparent complaint handling, learner support and continuous improvement in professional development.
Submit a Complaint →Our commitment to listening and improvement. Dr Layla Institute for Educational Excellence welcomes complaints as an opportunity to improve the quality of its courses and learner services. This policy explains how concerns can be raised, how they will be considered, and how an impartial review can be requested.
01 Policy Scope
This policy applies to adult educators accessing professional development from Dr Layla Institute for Educational Excellence independently or through a school or employer.
Courses will initially be delivered through self-paced online CPD e-modules and, where offered, live online sessions. Face-to-face professional development may be introduced in future only after any necessary organisational, venue, regulatory and accreditation approvals have been obtained. Accreditation will only be claimed for approved provision.
02 Purpose
Dr Layla Institute for Educational Excellence welcomes complaints as an opportunity to improve the quality of its courses and learner services.
A complaint is an expression of dissatisfaction about a service, communication, course delivery, accessibility, conduct or a failure to meet stated commitments.
03 Who Can Complain
Individual learners, school-sponsored participants, school representatives and other service users may complain. Raising a concern will not disadvantage a learner.
Anonymous complaints will be considered where sufficient information is available, although a personal response may not be possible.
04 How to Complain
Complaints should be emailed to [email protected] and addressed to Dr Layla, Founder & CEO, the designated complaints contact.
Please include the following information where applicable:
- The course title, if relevant.
- What happened.
- Relevant dates.
- The outcome sought.
- Any supporting evidence.
Learners may raise concerns directly without first contacting the person involved. General enquiries should be sent to [email protected].
05 Our Response
Dr Layla Institute for Educational Excellence aims to acknowledge complaints within five working days and provide a written outcome within 20 working days.
If more time is needed, the complainant will receive an explanation and an updated target date.
Dr Layla will oversee complaints unless the complaint concerns her or a conflict of interest arises.
- Acknowledgement: within 5 working days.
- Written outcome: within 20 working days.
06 Review and Escalation
If dissatisfied with the initial outcome, a complainant may request a review by emailing [email protected] within 10 working days of receiving the decision.
Where a complaint concerns Dr Layla, or a review is requested, it will be referred to a suitably experienced and impartial reviewer who was not involved in the original matter.
This may be an independent senior educational specialist or an external professional. Dr Layla Institute for Educational Excellence will identify an appropriate reviewer, ensure that any conflict of interest is addressed, and communicate the review arrangements and written outcome to the complainant.
If an independent reviewer cannot be secured promptly, the complainant will be informed of the delay and the proposed next steps.
07 Confidentiality and Records
Only information reasonably necessary to investigate the concern will be shared.
A secure record will document the concern, evidence, action and outcome. Information will be retained in line with the applicable retention schedule and privacy notice.
08 Assessment Appeals
A challenge to an assessment or certificate-eligibility decision is considered under the Appeals Policy rather than this complaints procedure.
09 Contact
For formal complaints, contact the designated complaints contact, Dr Layla, Founder & CEO.
We're Here to Listen
Please provide relevant details so your concern can be considered appropriately.