Complaints & Appeals​

Home of Training is committed to the fair, timely, and transparent handling of all complaints and appeals related to its Certificate Programs. Learners and stakeholders shall have access to a documented and consistently applied process for submitting complaints and appeals.

Definitions

  • Complaint: A written expression of dissatisfaction with the certificate program, staff, content, policies, or related processes.
  • Appeal: A request for reconsideration of an adverse decision related to a previously submitted complaint or certification outcome.

Procedure

  1. Receipt and Classification of Complaints
  • All support requests received at support@homeoftraining.com are reviewed by the Customer Support Team within 1 business day.
  • Messages are screened and classified as:
    • General inquiries or support tickets
    • Informal concerns
    • Formal complaints (if criteria met)

A complaint is considered formal if it:

  • Is submitted in writing
  • Includes the learner’s name and contact information
  • Provides objective evidence or details sufficient for investigation
  • Is submitted within 30 days of the incident

Anonymous or hearsay-based complaints will not be accepted.

  1. Complaint Investigation and Resolution
  • The Program Manager reviews and investigates all formal complaints.
  • The investigation may include reviewing LMS records, course materials, staff communications, and other relevant documentation.
  • A written determination is issued to the complainant within 5 business days of receipt.
  • All formal complaints and outcomes are logged in the Complaint & Quality Assurance Log.
  1. Escalation and Final Review
  • Final determinations are reviewed and approved by the President to ensure consistency and neutrality.
  • The Program Manager ensures that any necessary corrective actions or process improvements are documented and implemented.
  1. Appeals Process
  • Learners may appeal the outcome of a formal complaint by submitting a written request to support@homeoftraining.com within 30 calendar days of the decision.
  • Appeals must include:
    • The original decision
    • Reason for appeal
    • Any new or supporting documentation
  • The President will review the appeal and issue a final decision within 30 calendar days.
  • All appeal records are retained with the complaint log.
  1. Recordkeeping and Monitoring
  • All complaints and appeals are documented in the secure complaint tracking system.
  • Trends are analyzed semi-annually by the Program Manager and reported during Management Review.
  • Outcomes are used to inform quality improvement efforts.