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
- 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.
- 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.
- 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.
- 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.
- 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.
Questions?