Complaints Policy
Purpose
Mind Companion Institute™ is committed to providing high-quality CPD education. We take all complaints seriously and aim to resolve them promptly, fairly, and constructively.
How to Make a Complaint
Complaints may be submitted in writing to support@mindcompanioninstitute.com. Please include:
- Your full name and the programme or course to which the complaint relates
- A clear description of the issue and the outcome you are seeking
- Any supporting evidence (screenshots, correspondence, dates)
Response Timescales
| Acknowledgement | Within 2 working days of receipt |
| Investigation complete | Within 10 working days of acknowledgement |
| Final response | Within 15 working days of receipt (complex cases: 20 working days with notice) |
Escalation
If you are not satisfied with our response, you may escalate the matter to the relevant CPD accreditation body or external dispute resolution service. Details will be provided in our final written response.
Record Keeping
All complaints and their outcomes are logged and retained for a minimum of three years. Records are reviewed annually to identify patterns and improve provision.
Contact
Complaints: support@mindcompanioninstitute.com · General enquiries: support@mindcompanioninstitute.com
Money-back Guarantee
Cooling-off Period
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, learners purchasing access to a Mind Companion Institute™ programme are entitled to a 14-day cooling-off period from the date of purchase.
Conditions for a Full Refund
A full refund will be issued provided that:
- The refund request is submitted within 14 calendar days of purchase
- No more than 20% of the course content has been accessed
- No CPD certificate has been issued in connection with the enrolment
How to Request a Refund
Submit your request in writing to support@mindcompanioninstitute.com with your name, order reference, and reason for cancellation. Refunds will be processed to the original payment method within 10 working days of approval.
Partial Refunds
Where more than 20% but less than 80% of course content has been accessed, a partial refund may be considered at the Institute's discretion. No refund will be issued once a certificate has been awarded or where the full programme has been substantially completed.
Live and Cohort Events
For live cohort events, webinars or scheduled workshops, cancellation requests must be received at least 5 working days before the event date for a full refund. Cancellations received within 5 working days may be offered a transfer to an alternative date in lieu of a refund.
Exceptions
The cooling-off period does not apply to:
- Fully digital products that have been fully downloaded or accessed at the learner's explicit request with waiver of cancellation right
- Gift vouchers or credits
Disability & Equality Policy
Commitment
Mind Companion Institute™ is committed to providing equitable access to all learning programmes regardless of disability. This policy is informed by the Equality Act 2010 and the anticipatory duty to make reasonable adjustments for disabled learners.
Reasonable Adjustments Available
The following adjustments are available on request at no additional charge:
| Extended assessment time | Additional time (up to 50%) for knowledge checks and final assessments |
| Alternative formats | Course materials in large print, high-contrast or screen-reader-compatible format |
| Caption support | Closed captions or transcripts for any video content |
| Assessment adaptations | Alternative assessment format where the standard format creates an undue barrier |
| Flexible access | Extended enrolment period where disability-related factors affect study pace |
How to Request an Adjustment
Learners wishing to request a reasonable adjustment should contact support@mindcompanioninstitute.com before or at the point of enrolment, providing brief details of the adjustment required. We do not require a medical certificate; a self-declaration is sufficient. Requests will be acknowledged within 3 working days and implemented prior to course commencement wherever possible.
Neurodiversity
As an institute specialising in neurodiversity, we recognise that many of our learners may themselves be neurodivergent. Our learning design reflects Universal Design for Learning (UDL) principles: content is structured in short, predictable modules; key concepts are repeated across multiple formats; and assessments are criterion-referenced rather than norm-referenced.
Accessibility of the Platform
We aim to meet WCAG 2.1 Level AA accessibility standards across our online learning platform. Where accessibility issues are identified, we request learners report them to support@mindcompanioninstitute.com so they can be resolved promptly.
Data Protection Policy
Legal Framework
This policy is governed by the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Mind Companion Limited is the data controller for all personal data processed in connection with Mind Companion Institute™ learning programmes.
Data We Collect
| Registration data | Name, email address, professional role, organisation |
| Enrolment data | Programme enrolled, enrolment date, payment reference |
| Learning data | Module completion records, assessment scores, CPD certificate records |
| Communication data | Enquiries, complaints, feedback form submissions |
| Technical data | IP address, browser type, session data (anonymised analytics only) |
Legal Basis for Processing
- Contract performance: processing necessary to deliver the programme you have enrolled in
- Legitimate interests: maintaining course records, issuing CPD certificates, preventing fraud
- Legal obligation: retaining records as required by CPD accreditation bodies
- Consent: marketing communications (opt-in only, withdrawable at any time)
Data Retention
| Account and enrolment records | 7 years from last activity (statutory requirement for CPD accreditation) |
| CPD certificate records | Indefinitely (required for professional body verification) |
| Assessment records | 3 years from completion date |
| Marketing preferences | Until consent is withdrawn |
| Payment records | 7 years (financial regulations) |
Your Rights
Under UK GDPR you have the right to: access your personal data; rectify inaccuracies; request erasure (subject to retention obligations); restrict processing; data portability; and object to processing. To exercise any of these rights, contact support@mindcompanioninstitute.com. We will respond within one calendar month.
Data Sharing
We do not sell personal data. We may share data with: payment processors (for transaction processing), CPD accreditation bodies (for certificate verification), and IT infrastructure providers under data processing agreements. All third-party processors are subject to contractual data protection obligations.
International Transfers
Where data is processed outside the UK, appropriate safeguards (standard contractual clauses or adequacy decisions) are in place in accordance with UK GDPR Chapter V.
Contact
Data Protection queries: support@mindcompanioninstitute.com
Health & Safety Policy
Statement of Intent
Mind Companion Limited is committed to providing a safe learning environment for all participants engaging with Mind Companion Institute™ programmes. As an online learning provider, our health and safety obligations relate primarily to screen-based learning, digital wellbeing, and the psychological safety of learners engaging with clinical and emotionally sensitive content.
Screen Use and Physical Wellbeing
- Learners are advised to take a break of at least 5 minutes for every 60 minutes of screen-based study
- Course modules are designed to be 45–80 minutes in duration to encourage natural break points
- Learners should ensure their study environment is adequately lit and that screens are positioned at eye level to reduce neck strain
- Learners experiencing eye strain, headaches or musculoskeletal discomfort should pause study and seek appropriate medical advice
Psychological Safety and Clinical Content
Some course content covers clinically sensitive topics including mental health crises, meltdowns, safeguarding scenarios, and challenging clinical presentations. Learners are advised that:
- Content warnings are provided at the beginning of modules containing distressing case material
- Learners should not study clinical or emotionally demanding content when they are themselves in a state of acute distress
- The Institute strongly recommends learners maintain access to professional supervision when applying clinical knowledge in practice
- If any content triggers personal distress, learners should close the module and access appropriate support (colleagues, supervisor, or mental health services)
Technical Safety
- Learners should access course content only via secure, personal or organisational devices
- Passwords should be kept confidential and accounts should be logged out after use on shared devices
- Suspected account security issues should be reported immediately to support@mindcompanioninstitute.com
Responsibility
This policy is reviewed annually by the Institute Director. Health and safety concerns relating to learning content or platform should be reported to support@mindcompanioninstitute.com.
Equal Treatment Policy
Commitment
Mind Companion Institute™ is committed to the principle that all learners, regardless of background, identity or characteristic, are entitled to equal access to high-quality professional education. Discrimination, harassment and victimisation will not be tolerated in any aspect of our provision.
Protected Characteristics
In accordance with the Equality Act 2010, this policy covers all nine protected characteristics:
Scope of Application
This policy applies to:
- Admissions and enrolment — no eligible learner will be refused access on discriminatory grounds
- Course content — materials are reviewed to ensure they reflect diverse clinical populations and avoid stereotyping
- Assessment — all learners are assessed against the same objective criteria; reasonable adjustments do not confer an unfair advantage
- Certification — certificates are awarded on the basis of demonstrated learning outcomes only
- Communications — all Institute communications will use inclusive, non-discriminatory language
Responsibilities
The Institute Director is responsible for ensuring this policy is implemented and reviewed annually. All instructors and contributors are required to read and act in accordance with this policy. Learners are also expected to treat fellow learners and Institute staff with respect in all interactions.
Reporting Discrimination
Learners who believe they have been subject to discrimination, harassment or victimisation in connection with an Institute programme should report this in writing to support@mindcompanioninstitute.com. Reports will be investigated under the Complaints Policy (1.1) with appropriate confidentiality. Victimisation of anyone who makes a good-faith report will be treated as a serious disciplinary matter.
Review
This policy is reviewed annually and updated to reflect changes in legislation, accreditation requirements, and best practice in equality, diversity and inclusion.