Choose your route
How can we help?
Appeal a decision
For providers who believe an accreditation decision about their activity was wrong.
Appeals processComplain about our service
For anyone unhappy with how we have dealt with them, our timescales or our conduct.
Complaints processReport a concern
For learners, employers and the public worried about an accredited activity, a certificate or use of our mark.
Reporting a concernRoute I
Appealing a decision
You can appeal any decision not to approve, to suspend or to withdraw accreditation. Appeals are free of charge.
Grounds for appeal: the standard was applied incorrectly, relevant evidence was overlooked, or the process was not followed.
- Within 20 working days
Submit your appeal
Email us within 20 working days of the decision, explaining which criteria you dispute and why, with any supporting evidence.
- Within 3 working days
Acknowledgement
We confirm receipt and tell you who will hear your appeal.
- Independent review
Heard by the panel
Two members of our Independent Advisory Panel who had no part in the original decision review the case and all the evidence.
- Within 30 working days
Final decision
You receive a written decision with reasons. If your appeal is upheld, the decision is changed and your directory listing updated.
Route II
Complaining about our service
If we have fallen short, for example by missing a deadline, communicating poorly or not following our own process, we want to know.
- Step 1
Tell us
Email us with what happened, when, and what you would like us to do.
- Within 3 working days
Acknowledgement
We confirm receipt and who is handling your complaint.
- Within 20 working days
Our response
We investigate and reply in writing with our findings and any action we will take.
- If you are not satisfied
Independent review
Ask for a review within 20 working days. A member of our Independent Advisory Panel reviews how your complaint was handled and gives a final response.
Route III
Reporting a concern
Accreditation only has value if it is protected. Please tell us if you come across:
- A certificate you believe is not genuine
- Our mark used on training we have not accredited
- An accredited activity that no longer matches what we approved
- Misleading claims about accreditation or CPD hours
What happens next
We investigate every report. Where a concern is confirmed, we may require changes, suspend or withdraw accreditation, and update our directory and certificate records.
We do not share your identity with the provider without your consent. You can report anonymously, though this can limit what we are able to check.
Before reporting a certificate, you can check its number on our website.
Our commitments
Fair treatment for everyone
No disadvantage
Raising an appeal, complaint or concern never affects how we treat you or your future submissions.
Confidentiality
Information you share is used only to deal with your case.
Learning from feedback
We review every complaint for lessons, and report the numbers and outcomes in our annual public report.
How to contact us
Email complaints@cpdaccreditationbureau.com with your name, organisation if relevant, any accreditation or certificate numbers, and a clear description of the issue.