Dentrain Professionals Ltd - Complaints Policy & Procedure

Our Commitment to Candidates

We aim to ensure that:
- Making a complaint is as easy as possible
- We treat your complaint seriously
- We deal with your complaint promptly and in confidence
- We learn from complaints and use them to review and improve our service

What is a complaint?

A complaint can be about one of our staff, our regulatory work, marking of work, our administration process, etc. For example: after having a telephone conversation with a member of our administration staff, you are unhappy about their conduct, or you are unhappy with the actions of your assessor. 

A complaint can be received in the following format:


Complaint should be addressed to Zoe Gee, complaints officer

By e-mail to

or direct to

In writing to:
Dentrain Professionals Ltd
Bridge Place, Rear of Bridge Street

By phone on 01204 528652 or 07809398984

Complaints procedure time frame

1:    We will investigate the complaint within 5 days of the initial receipt of the complaint.

2:   We will action the complaint within 10 working days of the receipt of the complaint.

3:    We will respond within 14 working days from the initial complaint.


-All complaints must be documented on the Complaints Log (separate document).  The full complaint must be documented from start to finish.

-The Complaints Officer, Zoe Gee, will not have had any involvement in the complaint prior to its reporting. If Zoe Gee has been an active participant in the nature of the complaint, then another member of staff will deal with the investigation, Yvonne Brunsden.

-Complaints should be made up to 30 days from the incident or date a report is published.  Where there is good reason, we will look at complaints up to three calendar months from the complaint.

How to raise a complaint

In the first instance, try to settle the complaint informally.

If after this, the complaint is still unresolved: you may raise your complaint with us, remembering to send copies of all correspondence relating to your complaint. Please ensure you provide us with any relevant information, your full name, contact details, course attending/applying for, place of work.

You must give a clear reason for the complaint, with the main concerns set out and supported by examples.

You will receive an acknowledgement to the complaint within 5 days by email.

We will try to contact you by telephone to discuss your complaint. The purpose of this call will be to clarify the issues you have raised, including whether the complaint is about judgement, conduct or maladministration. We will also seek to ensure that as far as possible there is sufficient evidence available to support a full investigation. The telephone call will not be used to mediate or agree an outcome in respect of any aspects of the complaints. We will make a record of the initial telephone call and include a summary of the issues discussed and agreed in the final-outcome letter.


Resolving a complaint

The complaint will be resolved, or a course of action will be outlined, the details will be sent to you within 10 days. This will be sent in writing providing a substantive response to all aspects of the complaint.

However, where evidence is inconclusive and the difference of opinions cannot be reasonably resolved, than the outcome will be recorded as “no decision could be reached”. When this occurs, we will give a full explanation why a conclusion cannot be reached. 

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