1. Who can use this policy
Anyone: learners and candidates, customers and their staff, employers, members of the public — including anyone we have contacted by phone or email who objects to that contact. You do not need to be a paying customer to complain.
2. How to complain
- Email legal@everyguard.uk, or
- Write to Friam Limited, 164–170 High Street, Crowthorne, England, RG45 7AT.
Tell us what happened, when, and what outcome you want. If it concerns a call or message from us, include the phone number or email address we contacted — we record outreach calls, so we can check the complaint against exactly what was said (see our AI-Assisted Outbound Calling Policy). If you want contact to stop, it stops immediately, without waiting for the investigation.
Timescales
- Acknowledgement within 5 working days.
- Full response within 14 days of receipt; if we need longer we will say so, with reasons and a date.
3. Appeals against training and assessment outcomes
Because our knowledge checks are marked deterministically and recorded per knowledge point, most disputes can be resolved with evidence rather than argument. The route:
- See your record. Ask for your per-point score breakdown — which points passed, which didn’t, against which questions. We provide it within 5 working days.
- Challenge the marking or the content. If you believe a question is wrong, ambiguous, or your response was mis-scored, say so. A director independent of the content’s authorship reviews the item against its cited primary source and your recorded answers.
- Outcome. If the challenge is upheld, the defect is corrected through our ratification process, your result is re-evaluated (and re-sit offered at no cost where needed), and every other learner affected by the same defect is identified and corrected too — an upheld appeal fixes the course, not just your case.
- [Effective upon centre recognition] For regulated assessments delivered under an awarding organisation, that organisation’s published enquiries-about-results and appeals process applies alongside this policy, and we will tell you how to access it, including any final right of appeal to the awarding organisation itself.
Appealing costs nothing, and no result is ever lowered as retaliation for an appeal. A result may only change on appeal if the evidence shows it was wrong — in either direction, with the reasons given.
4. Complaints about our conduct
Complaints about how we operate — our calls, our data handling, our people — are investigated under the same timescales by a director independent of the matter. Where a complaint reveals a systemic problem we fix the system and say so in our response. You always retain your statutory routes: the Information Commissioner’s Office (ico.org.uk) for data protection and electronic marketing, and any applicable awarding organisation or regulator for assessment matters.
5. Records and learning
Complaints, appeals and their outcomes are retained for 5 years and reviewed in aggregate at least annually, so recurring themes drive product and policy change rather than being handled one ticket at a time.