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Complaints Policy

Complaints about Accredo

Write to [email protected] with 'Complaint' in the subject. We acknowledge within 5 working days, investigate, and reply in writing within 21 working days. If dissatisfied, you may request escalation to a senior officer uninvolved in the matter.

Concerns about an accredited institution

First use the institution's own published complaint procedure — accreditation requires one. If the outcome leaves an accreditation-relevant concern (misleading marketing, safeguarding failure, assessment malpractice), escalate to Accredo with the institution's response attached. Accredo may investigate under its monitoring powers, and outcomes can include action plans, probation, or withdrawal of accreditation. Accredo cannot act as a consumer-refund arbiter, but systemic findings inform the accreditation cycle.

Safeguarding concerns

Concerns suggesting a child or vulnerable person is at risk are prioritised immediately and, where appropriate, referred to the relevant statutory authorities in the institution's jurisdiction.

Policy owner: Accredo leadership team. Questions to [email protected]. This page is reviewed annually.