Complaints and Appeals Policy

Gateway Programme welcomes feedback and takes concerns seriously. This policy explains how to
raise a complaint about Gateway training or resources, or ask for a review of a certification decision. It
applies to services provided by Linda Davies as a self-employed Gateway training provider.

Raising a concern or complaint

Please email info@gatewayprogramme.co.uk with a brief explanation of the problem and what you
would like to happen. You can also raise a concern during training. If email is difficult for you, contact
me so we can agree another accessible way to communicate.

I will aim to acknowledge a written complaint within five working days and give a clear response within
20 working days. If more time is needed, I will explain why and when you can expect an update. I will
consider the information fairly, explain the outcome and put things right where appropriate.

Appealing a certification decision

If you disagree with a portfolio review or certification decision, you can ask for it to be reconsidered.
Please email within 20 working days of being told the decision, explaining what you would like
reviewed. Later requests will be considered where there is a reasonable explanation.

I will review the relevant evidence, the Gateway criteria and any information you provide. Where
practical, I may seek a second professional view. I will explain the decision in writing, normally within
20 working days, or let you know if more time is needed. You may be asked to provide further
evidence or complete additional work where appropriate.

Complaints about personal information

If your concern is about how Gateway has collected, used, stored or shared personal information,
email the address above. I will acknowledge a data protection complaint within 30 days, make
appropriate enquiries without undue delay, keep you informed and explain the outcome. You can also
complain to the Information Commissioner’s Office (ICO): ico.org.uk.

Confidentiality and learning from concerns

Complaints and appeals will be handled respectfully and as confidentially as possible. I will keep
necessary records securely in line with the Gateway Privacy Policy and use feedback to improve
training and resources. Raising a genuine concern will not disadvantage a trainee. This policy does
not limit anyone’s legal rights.