This policy explains how to raise a complaint about Creative Process Digital and how we handle it. We want to know when something has gone wrong so we can put it right and learn from it.
Last updated: 30 May 2026. Next review: April 2027. Signed by Stephen Burkes, CEO.
This policy covers complaints from learners, employers, parents and carers, and members of the public. It does not cover employment or contractual matters — those are dealt with under our Grievance Policy. We reserve the right to set aside complaints we consider vexatious or malicious, or where someone refuses to engage with the process.
We will normally ask for your consent before sharing your identity with the person the complaint is about. If you ask us to keep your identity confidential we will take all reasonable steps to do so — though in some cases we may not be able to progress a complaint properly without it. We will explain this to you if it comes up.
Most issues get resolved quickly through a conversation. Write to your Tutor or Assessor by email or letter as soon as you can, normally within a week of the issue arising. If your complaint is about your Tutor or Assessor, write to the CEO directly.
We will acknowledge your complaint by email within 7 calendar days and send you a copy of this policy together with how we plan to resolve things. We aim to resolve Stage 1 complaints within 14 calendar days of receiving them, and will give you a response in writing.
If you are still not satisfied, you can escalate to Stage 2 by writing to the CEO within 14 calendar days of receiving the Stage 1 outcome.
If your complaint is serious, or you are not happy with the Stage 1 outcome, contact the CEO directly by telephone, email or in writing. You can also start at Stage 2 — you do not have to go through Stage 1 first.
The CEO (or a delegate) will acknowledge your complaint in writing within 7 calendar days and enclose a copy of this policy together with how we intend to resolve it. The CEO will decide whether the matter needs a formal investigation by a Manager, or whether it can still be handled through conciliation.
If we open a formal investigation, the Manager will share a copy of any written complaint with the staff member it concerns — subject to the confidentiality position above. The CEO will normally write to you with the outcome within 14 calendar days of receiving the complaint. If it is going to take longer, we will tell you in writing.
To start a Stage 2 complaint, write to the CEO at info@creativeprocessdigital.com or by post to: CEO, Creative Process Digital, 8th Floor, Telecom House, 125–135 Preston Road, Brighton BN1 6AF.
Once you have been through our internal process, you can take your complaint to an external body. Each of these will normally ask whether you have exhausted our process first — though that does not affect your right to approach them.
If you are a learner and need help, support or advice in making any of these external complaints, contact your Tutor or Assessor. If the complaint is about them, contact the CEO.
We keep a record of every complaint for three years. We review this policy at least annually. It is signed off by the CEO and updated to reflect what we learn from the complaints we receive.
Creative Process Digital
8th Floor, Telecom House, 125–135 Preston Road, Brighton BN1 6AF
Email: info@creativeprocessdigital.com
Phone: 01273 232273
