1. Complaint or appeal?
A complaint concerns the service or process — for example communication, delay, conduct, administration, accessibility or whether our stated procedure was followed.
An appeal asks CPD Ireland to reconsider an accreditation decision because the provider believes the criteria, evidence or process led to an incorrect outcome.
Questions seeking clarification are not automatically treated as formal complaints or appeals. We will help you identify the appropriate route.
2. Our principles
- Concerns are handled fairly, respectfully and without disadvantage merely because they were raised.
- We will identify and manage conflicts of interest.
- Where practicable, an appeal is reviewed by a person who was not the original decision-maker.
- We will explain outcomes and keep an appropriate audit trail.
- Information is shared only with people who need it to consider the matter.
3. Informal resolution
Where appropriate, contact info@cpd-ireland.com first. Many issues can be resolved quickly by clarifying evidence, correcting an administrative error or explaining the review criteria.
Using informal resolution does not prevent you from making a formal complaint or appeal within the applicable time limit.
4. Making a formal complaint
Email info@cpd-ireland.com with the subject Formal Complaint. Include your name/organisation, relevant provider or submission reference, what happened, relevant dates/evidence, the impact and the outcome you are seeking.
We normally acknowledge a formal complaint within 5 working days and aim to provide a substantive outcome within 20 working days. If the matter is more complex, we will explain the reason for delay and provide an updated timeframe.
5. Making a formal appeal
An appeal should normally be submitted within 20 working days of the accreditation decision. Email info@cpd-ireland.com with the subject Accreditation Appeal and include the provider/submission reference, the decision being appealed, specific grounds, and any evidence that supports those grounds.
An appeal is not a new application. The reviewer considers whether the original decision should stand, be varied, or be returned for reassessment based on the applicable criteria, evidence and process. New or materially changed course content may need to be handled as a resubmission rather than an appeal.
6. Review and independence
CPD Ireland will appoint a suitable reviewer and check for conflicts of interest. Wherever practicable, a formal appeal will be considered by an assessor/reviewer who was not responsible for the original decision. The reviewer may seek comments from the original assessor or request clarification from the provider, while remaining responsible for the review conclusion.
For complaints about a named person, that person will not determine the complaint about their own conduct.
7. Possible outcomes
A complaint may be upheld, partly upheld or not upheld and may result in an apology, explanation, correction, process improvement or other proportionate action.
An appeal may confirm the original decision, vary the decision, or return the course for further/repeated assessment. We will provide the outcome in writing with a concise explanation. The formal appeal outcome is CPD Ireland's final internal accreditation review unless we specifically agree that further review is justified by exceptional new information or a procedural error.
8. Records and privacy
We keep an appropriate record of formal complaints and appeals, the evidence considered and the outcome. Our normal retention period for complaint/appeal records is 7 years after closure, subject to our Privacy Policy and any requirement to retain a specific matter longer or delete it earlier.
9. Contact
Formal complaints and accreditation appeals: info@cpd-ireland.com.
Data-protection complaints or requests should be directed to dpo@cpd-ireland.com. This policy does not restrict any right you may have to contact the Irish Data Protection Commission, a court, regulator or other competent body.