Customer Complaints and Resolution Policy

This policy provides a clear, fair and timely process for receiving, investigating, resolving and learning from customer complaints concerning NProject’s consultancy, training and related professional services.

The objectives are to resolve concerns as close to the point of service as reasonably possible, protect customers from disadvantage or retaliation, identify appropriate remedies, meet applicable legal and professional obligations, and reduce the risk of recurrence.

The acknowledgement and resolution periods in this policy are service targets rather than contractual guarantees, unless they are expressly incorporated into a customer contract. NProject will act without undue delay and will explain any material extension.

This policy applies to complaints made by:

• individual learners and delegates enrolled on NProject courses, including PMI authorised PMP, CAPM and other PMI courses (where applicable), GPM approved CSPP courses and related programmes in Agile, Scrum, Waterfall, hybrid, sustainability and related programmes;
• corporate clients purchasing training or consultancy services for teams or organisations;
• prospective customers who have received information, proposals or booking support from NProject;
• people whose employer, sponsor or another organisation arranged or paid for their training; and
• other stakeholders directly affected by NProject’s commercial or educational activities.

It covers concerns about course information, enrolment, accessibility, scheduling, cancellations, delivery, instructor conduct or competence, course materials, assessments administered by NProject, customer service, invoicing, refunds, contact-hour or PDU records, certificate accuracy, consultancy delivery and compliance with applicable partner requirements.

For the current NProject website, this includes complaints concerning website course purchases, Stripe payment or checkout outcomes, GoHighLevel booking and enrolment records, course access or seat allocation, the returning-learner 10% loyalty offer, Refer & Earn applications and £50 reward decisions, PMP affiliate applications and commission decisions, and Free Training Initiative eligibility and place allocation. The same complaints process applies to live virtual training, arranged in-person corporate training and any self-paced courses if and when launched. Decisions will be assessed against the applicable published programme terms, records, individual circumstances and law. A complaint does not automatically establish entitlement to a discount, reward, commission or free place.

This policy does not determine complaints about PMI examinations, certification applications, exam results, membership decisions or credentialing decisions that are controlled by PMI. NProject will help direct the customer to the appropriate PMI channel where reasonably possible.

Employment grievances, whistleblowing concerns and complaints by NProject workers about their employment are handled under separate internal procedures.

3.1 Complaint

A complaint is an expression of dissatisfaction about an act, omission, service, decision, communication or standard for which a response or remedy is reasonably expected. A customer does not need to use the word “complaint”.

3.2 Service request or enquiry

A request for routine information, a booking change, technical support or clarification is normally handled as a service request. If the person remains dissatisfied or asks for formal review, NProject will record it as a complaint.

3.3 Appeal or review

An internal review is a reconsideration of a complaint outcome by a senior person who was not materially responsible for the original decision, where reasonably practicable.

3.4 Consumer and business customer

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. Statutory consumer cancellation and remedy rights may not apply to a company, employer or individual buying mainly for business purposes; those bookings are governed primarily by the agreed contract, subject to applicable law.

• Accessibility: Customers may complain through simple, reasonable channels and may request adjustments or an alternative format.
• Respect and non-retaliation: NProject will not penalise a person for making a complaint in good faith or for escalating a matter to PMI, a regulator or another lawful body.
• Fairness and impartiality: The complaint will be considered on its evidence and merits. Conflicts of interest will be identified and managed.
• Proportionality: The depth of investigation and seniority of review will reflect the seriousness, complexity and risk of the issue.
• Transparency: NProject will explain what is being considered, the likely timetable, the outcome and available escalation routes, subject to privacy and legal restrictions.
• Confidentiality and data minimisation: Complaint information will be shared only where reasonably necessary for investigation, resolution, legal compliance, accreditation, insurance or professional advice.
• Continuous improvement: Appropriate root-cause and trend analysis will be used to improve services without unnecessarily identifying complainants.

A complaint may be submitted through the following channels:

Complaints sent through social media will be moved to a secure channel. Customers should not post payment information, identity documents, health information or confidential course material publicly.

NProject may accept a complaint made verbally. The receiving person will make a written record and may ask the customer to confirm that the summary is accurate.

6.1 Helpful information

To help NProject investigate efficiently, the complainant should provide, where available:

• name and preferred contact details;
• course, service, booking or invoice reference and relevant dates;
• a concise description of what happened and when;
• copies of relevant correspondence or evidence;
• any immediate risk, deadline, accessibility need or impact on a PMI application or examination; and
• the outcome sought.

A complaint will not be rejected solely because some information is missing. NProject may request clarification that is reasonably necessary to investigate.

6.2 Accessibility and reasonable adjustments

NProject will consider reasonable adjustments for disability, language, communication or other accessibility needs. A customer may ask to use a representative, advocate, interpreter or support person. NProject may request proportionate evidence of authority before disclosing personal or confidential information to a representative.

6.3 Anonymous complaints

NProject may consider an anonymous complaint where sufficient reliable information is available, particularly where the matter involves safety, fraud, serious misconduct, data protection or PMI programme integrity. Anonymity may limit NProject’s ability to investigate or provide an individual remedy.

Priority determines urgency and ownership, not whether a complaint is believed or valued. The following targets apply from the first UK business day on which the complaint is received:

UK business hours are Monday to Friday, 09:00 to 17:30 UK local time, excluding public holidays in England. A complaint received outside those hours is treated as received on the next business day.

If NProject cannot provide a final response within the target, it will explain the reason, identify any information required, give a revised estimate and provide proportionate progress updates. Time may be affected by customer availability, third-party evidence, legal restrictions, safeguarding action, PMI review or unusually complex facts.

Data protection complaints

NProject aims to acknowledge data protection complaints within two business days and will in all cases meet the statutory requirement to acknowledge receipt within 30 days. It will investigate and communicate the outcome without undue delay, with appropriate progress updates.

8.1 Stage 1 - Receipt, logging and triage

• record the complaint in a secure register and assign a reference;
• confirm receipt, the next communication date and the person or team handling it;
• identify urgency, safeguarding, data protection, fraud, payment, exam-integrity or legal issues;
• preserve relevant records and prevent avoidable further harm; and
• route the matter to an appropriate owner.

8.2 Stage 2 - Allocation and conflict check

The complaint will be assigned to a person with suitable authority and competence. A person whose conduct or decision is materially challenged will not make the final decision on that complaint, although they may provide evidence and respond to allegations. Any actual or apparent conflict of interest will be disclosed internally and managed.

8.3 Stage 3 - Investigation

The investigation may include reviewing enrolment and payment records, course materials, attendance records, communications, accessibility arrangements, instructor evidence, participant feedback, certificate or contact-hour records, contractual terms, PMI materials and relevant professional requirements.

NProject will give affected people a reasonable opportunity to provide relevant information. It will not disclose another person’s confidential or personal information merely to prove that an investigation occurred.

The standard of decision-making is the balance of probabilities: whether it is more likely than not that the material event occurred. Where evidence is inconclusive, NProject may still take service-improvement or risk-control action without making a finding of misconduct.

8.4 Stage 4 - Decision and communication

The written outcome will normally state the issues considered, material findings, the decision, any remedy or corrective action, the reasons that can lawfully be shared, and how to request an internal review. Where appropriate, NProject may provide a concise outcome to protect privacy, legal privilege, security, confidential business information or third-party rights.

8.5 Stage 5 - Internal review

A customer who remains dissatisfied may request an internal review within 15 business days of the outcome. The request should identify a material factual error, overlooked evidence, procedural unfairness, disproportionate remedy or other clear reason for reconsideration.

The review will normally be completed within 15 business days by a senior person who was not materially involved in the original decision, where reasonably practicable. The reviewer may uphold, vary or overturn the outcome, request further investigation or propose another fair resolution.

8.6 Stage 6 - Closure

A case may be closed when the customer accepts the outcome; the internal review is completed; the customer does not respond after two reasonable follow-ups and at least 15 business days; or the matter is transferred to an appropriate external process. Closure does not prevent NProject from implementing corrective action or retaining records lawfully.

Available outcomes depend on the facts, the applicable contract, consumer law, professional requirements and what is reasonably capable of correcting the problem. They may include:

• an explanation, correction or apology;
• re-performance of the affected service or a free re-sit where appropriate;
• course transfer, rescheduling, supplementary materials or additional tutor support;
• correction of attendance, certificate, contact-hour or PDU records;
• a proportionate partial or full refund, price reduction, credit or other financial remedy;
• reimbursement of a reasonably foreseeable direct cost where NProject is legally or contractually responsible;
• instructor support, training, monitoring or replacement;
• process, content, accessibility, quality or communication improvements;
• referral to PMI, GPM, an insurer, payment provider, regulator, law-enforcement body or professional adviser where appropriate; or
• no further action where the complaint is not substantiated or no practicable remedy is due.

A goodwill payment, re-sit, credit or apology does not by itself amount to an admission of legal liability. NProject will not require a customer to waive statutory rights as a condition of receiving a remedy that the customer is legally entitled to receive.

NProject may take confidential personnel, supplier or instructor-management action but will not normally disclose the details to the complainant.

10.1 Relationship with booking terms

Commercial cancellation, transfer and refund arrangements should be stated clearly in the Training Terms and Conditions or the relevant corporate agreement before purchase. This complaints policy governs how disputes about those arrangements are reviewed; it does not reduce mandatory legal rights.

Questions about eligibility for a loyalty discount, referral reward, affiliate commission or supported free-training place will be assessed under the corresponding published programme terms. A disputed Stripe charge, payment status, refund, booking or enrolment will be investigated against NProject order records and appropriate payment-provider information. A customer may raise a complaint without losing any independent statutory right or lawful payment-dispute route. No policy provision overrides consumer rights.

10.2 Individual consumers buying at a distance

Where an individual consumer buys a service online, by telephone or otherwise at a distance, a statutory 14-day cancellation period may apply from the date the contract is made, subject to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and any applicable exception.

If a consumer asks NProject to begin a service during the cancellation period, NProject will obtain the express request required by law. If the consumer then cancels, NProject may charge only the lawful proportion for service actually supplied. The cancellation right may end after full performance only where the legally required express request and acknowledgement have been obtained.

For immediately accessible self-paced digital content, NProject will obtain the consumer’s express consent to begin supply during the cancellation period and acknowledgement that the cancellation right will be lost when supply begins, where the law requires this. If the required consent and acknowledgement were not properly obtained, statutory rights may remain available.

10.3 Contractual cancellations outside statutory rights

Where no statutory cancellation right applies, or it has expired or been lawfully lost, NProject may apply the cancellation provisions accepted at booking. Any deduction, retained payment or cancellation charge applied to a consumer will be fair, transparent and proportionate to NProject’s actual direct loss, taking account of costs saved, recovery from third parties and reasonable steps to resell or mitigate the loss.

NProject may offer a substitute delegate, transfer, credit note or rescheduled place as an alternative to cancellation, subject to course eligibility and availability restrictions. Any non-recoverable third-party cost deducted from a refund must have been reasonably incurred and attributable to the booking; NProject will explain the basis on request.

10.4 Corporate and business bookings

Corporate and business bookings are governed by the applicable proposal, purchase order, statement of work or training agreement. Consumer cooling-off rights do not normally apply. NProject will nevertheless administer cancellations and refunds consistently, in good faith and in accordance with the contract.

10.5 Cancellation or material change by NProject

If NProject cancels a course or cannot provide the material service booked, the customer may choose, as appropriate, an alternative date or equivalent service, a credit accepted by the customer, or a refund of the affected fees. Statutory refunds will be made without undue delay and within the period required by law; other approved refunds will normally be processed within 10 business days.

NProject may make reasonable changes to instructor, venue, platform, timetable or format where the overall service remains substantially equivalent and the change does not materially disadvantage the customer. A material change will be explained promptly and an appropriate remedy offered.

Unless required by law or expressly agreed, NProject is not responsible for indirect or consequential losses such as optional travel, accommodation or lost earnings. This does not exclude or limit liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory consumer remedies.

10.6 Quality failures

Where a complaint establishes that training or consultancy was not provided with reasonable care and skill, was not as described, or otherwise failed to meet an applicable statutory or contractual standard, NProject will provide the remedy required by law and may offer repeat performance, a price reduction, refund or another proportionate resolution.

NProject will maintain an issue-resolution process consistent with the requirements applicable to a PMI Authorised Training Partner and will apply the principles of responsibility, respect, fairness and honesty.

11.1 PMI records and course administration

• investigate a credible complaint about NProject-issued PMI contact hours, PDUs, attendance or certificate information promptly;
• correct verified errors within five business days where reasonably possible, or explain any dependency on PMI systems or approval;
• notify the learner and PMI where appropriate and permitted;
• preserve relevant attendance, kit, instructor and course records in accordance with the current ATP agreement; and
• not retaliate against a customer who raises a concern with NProject or PMI in good faith.

11.2 Material ATP compliance concerns

Suspected misuse of PMI intellectual property, falsification of training records, unauthorised delivery, serious instructor non-compliance or another material ATP concern will be escalated through the current channel stated in NProject’s ATP agreement or Partner Portal. NProject will cooperate with a lawful PMI review and provide records subject to data protection, confidentiality and contractual requirements.

11.3 Customer escalation to PMI

After NProject’s final internal response, a customer may contact PMI about a matter within PMI’s remit, including official PMI course content, contact hours, PDUs, ATP status or programme compliance. NProject will provide the current public PMI contact route in the final response. The private ATP Partner Portal is not a customer complaint channel.

PMI controls its own certification applications, examinations, credentials, memberships and professional processes. NProject cannot guarantee or alter PMI decisions and will not promise exam eligibility, a pass result or certification.

11.4 Ethics and other partners

A concern that may amount to a breach of the PMI Code of Ethics and Professional Conduct may be referred to PMI’s ethics process where that process applies. Complaints relating to GPM or another accreditation or certification partner may be referred to that organisation’s current published process. NProject will tell the complainant before sharing personal information unless notice is prohibited or inappropriate under law.

12.1 Use and sharing of complaint information

NProject processes complaint information to receive, investigate and resolve the matter; communicate with affected people; meet legal, insurance, accreditation and professional obligations; establish, exercise or defend legal claims; prevent fraud or harm; maintain appropriate records; and improve services.

Access is restricted to people with a legitimate need. Information may be shared with relevant staff, instructors, contractors, the purchasing organisation, professional advisers, insurers, payment providers, PMI, GPM, regulators, courts or law-enforcement bodies where necessary, proportionate and lawful. NProject will not promise absolute confidentiality where disclosure is required to investigate fairly or comply with law.

12.2 Data protection complaints

A complaint that NProject has infringed data protection law will be identified and handled under the Data Protection Act 2018, UK GDPR and Data (Use and Access) Act 2025. NProject will provide an accessible route to complain, acknowledge receipt within 30 days, make appropriate enquiries, keep the complainant informed where necessary and communicate the outcome without undue delay.

A data protection complaint may also contain a request to exercise a data protection right. Rights requests will be identified and handled separately within the applicable statutory period. Customers may contact hello@nproject.co.uk using the subject line “Data Protection Complaint”.

12.3 Retention

Complaint records are normally retained for three years after closure. Records may be retained longer where reasonably necessary for an unresolved dispute, legal claim, safeguarding issue, fraud concern, tax or insurance requirement, professional-body obligation, PMI audit or another documented legal or business need. At the end of the applicable period, records will be securely deleted or anonymised.

Anonymised trend information may be retained for longer where it no longer identifies an individual. Further information is provided in NProject’s Privacy Policy.

NProject will not treat a complaint as unreasonable merely because it is persistent, detailed, strongly expressed or unsuccessful. However, it may take proportionate steps where conduct includes threats, harassment, discrimination, abusive language, deliberate misinformation, excessive repetition, refusal to identify the issue, misuse of staff time or attempts to obtain an improper outcome.

Possible measures include appointing a single contact, requiring written communication, limiting the frequency or length of contact, declining to revisit issues already finally determined without new material evidence, ending a call or meeting, or reporting threats or suspected offences.

A restriction will be approved by a senior manager, documented, communicated with reasons where safe and lawful, kept under review, and will not prevent NProject from considering the substantive complaint or complying with legal duties.

14.1 Final internal response

The internal review outcome is NProject’s final internal response. It is not described as legally binding on the customer and does not remove any statutory right, contractual remedy, limitation period, right to independent advice or right to bring proceedings in a court or tribunal of competent jurisdiction.

14.2 Alternative dispute resolution

Where applicable consumer ADR information requirements apply and a consumer dispute remains unresolved, NProject’s final response will identify a suitable accredited ADR provider and state whether NProject is obliged or willing to use that provider. NProject will not describe an ADR outcome as binding unless the applicable scheme and the customer’s agreement lawfully make it so.

14.3 Other external routes

• PMI, for matters within PMI’s remit as described in section 11;
• GPM or another relevant professional or accreditation body, where applicable;
• The Information Commissioner’s Office, for data protection concerns;
• Citizens Advice consumer service or the relevant UK consumer advice body; and
• a court, tribunal, payment provider or regulator where the customer has a lawful right to use that route.

NProject may suggest that the internal process is used first because it can resolve issues quickly, but it will not state that a customer must exhaust it before contacting a regulator or exercising a legal right unless a lawful rule specifically requires that step.

NProject maintains proportionate records of complaints, evidence, decisions, remedies, review outcomes and improvement actions. Records are protected from unauthorised access and are not used to penalise customers for raising concerns in good faith.

Open cases are reviewed against targets. Closed cases are periodically analysed by category, cause, service, instructor, delivery format, accessibility impact, remedy and recurrence. Management reporting should use aggregated or anonymised information wherever practicable.

A systemic issue will be assigned an owner, action, target date and outcome measure. Serious legal, safety, data protection, fraud, accreditation or ATP matters will be escalated immediately rather than waiting for a routine review.

If a provision of this policy becomes inconsistent with mandatory law or a binding professional requirement, NProject will apply the mandatory rule and update the policy as soon as reasonably practicable. The remaining provisions continue to apply.