Why this page exists
Most problems are small and get fixed in one email. This page is for the ones that do not — so you know who to write to, what will happen, how long it will take, and where to go if we let you down.
What you can complain about
Anything to do with CEJ Experts. Course content, teaching, a payment, an email you did not want, something inaccurate on the site, how someone treated you, how we handled your information, or the way we dealt with an earlier complaint.
You do not have to have bought anything from us.
Try this first — it is usually faster
If it is something we can simply fix — a broken link, a wrong date, a page that will not load, an email you want to stop — email us and say so. Most of these are sorted the same day and never need to become a complaint.
How to raise a complaint
Email info@cejexperts.com with “Complaint” in the subject line, or write to registered address to be confirmed.
It helps us if you tell us:
- what happened, and roughly when;
- who was involved, if anyone;
- what you have already tried, if anything; and
- what you would like us to do about it.
That last one matters more than people expect. An apology, a refund, a correction and a change to how we do things are four different outcomes, and knowing which one you are after saves a round of emails.
Write in whatever language you are comfortable in and we will manage. If writing is difficult for you, or you need this handled another way, say so and we will find a way that works — see the Accessibility Statement.
What happens then
| Stage | What we do | By when |
|---|---|---|
| 1. Acknowledge | Confirm we have your complaint, in writing, and tell you who is dealing with it | Within 5 working days |
| 2. Look into it | Read what you sent, look at our records, and speak to anyone involved. We may come back with questions | Ongoing |
| 3. Answer | A written response: what we found, whether we agree with you, what we are doing about it, and why | Within 20 working days |
| 4. Review | If you are not satisfied, ask for a review and a different person looks at it fresh | Within 20 working days of you asking |
If something is genuinely complicated and 20 working days is not enough, we will tell you before the deadline, explain why, and give you a new date. What we will not do is let it go quiet.
How we will treat you
- We will not hold a complaint against you. It has no effect on your access to courses, your place on a path, or anything else.
- We will keep it to the people who need to see it.
- We will tell you honestly if we think you are wrong, and why. A complaints process that agrees with everyone is not a process.
- If we got it wrong, we will say so plainly, without a paragraph of corporate throat-clearing first.
If you are still not satisfied
Ask for the stage 4 review above. If you have been through that and still disagree with us, your route depends on what the complaint is about.
- Your personal information — the Information Commissioner’s Office, at ico.org.uk/make-a-complaint or 0303 123 1113. You can go to them at any point; you do not have to exhaust our process first.
- A purchase — if you are a consumer, Citizens Advice can help, and you may be able to use alternative dispute resolution or the small claims process. We are not currently signed up to an ADR scheme, and we will say so rather than pretend otherwise.
- A registered dentist’s professional conduct — that belongs to the relevant regulator, not to us. In the UK that is the General Dental Council. If your complaint concerns the conduct of someone teaching for us, tell us as well: we need to know.
- Accessibility — see the Accessibility Statement for the specific route.
Complaints about someone’s conduct
If your complaint is about how a person behaved — harassment, discrimination, or anything that made you feel unsafe — say so in your first email and it will be handled by someone senior, separately from the ordinary process. We will agree with you what happens next before we act, unless we are legally required to report it.
Anonymous complaints
We will read and act on an anonymous complaint if there is enough in it to act on. We will not be able to tell you what happened, which is the obvious drawback. If you are worried about raising something under your name, say that in the email — it is a fair thing to be worried about, and we will talk about how to handle it.
What we keep, and for how long
We keep a record of complaints and their outcomes for three years, so we can see patterns rather than treating every complaint as the first one. Records are kept securely and handled as described in the Privacy Notice.
We review complaints periodically to find what keeps coming up. That is the only real point of a complaints process.