Complaints Procedure

Last updated: 6 November 2026

If something has gone wrong with a course, a certificate, a payment or the way we have dealt with you, please tell us. This page explains how to complain and what happens next.

How to complain

Email hello@meridiancpd.co.uk with "Complaint" in the subject line. It helps if you include:

• your name and the email address you used with us
• the course ID or certificate number, if your complaint is about a course or a certificate
• what went wrong
• what you would like us to do about it

What happens next

• We acknowledge it. We reply by email to confirm we have your complaint and tell you who is looking into it.
• We look into it. We check the records we hold, such as your purchase, your course access and your certificate. If the complaint is about what a course says, we check the course against its source documents.
• We give you our answer in writing. We tell you what we found, what we will do about it and why.

We deal with complaints on working days, Monday to Friday, not counting bank holidays. If we need more information from you, or a complaint is taking longer to look into, we will tell you.

If you are not happy with our answer

Reply to our answer and ask for your complaint to go to a director. A director of FistralAI Ltd will review your complaint and how it was handled, and reply in writing with our final answer.

If you think a course is wrong

Tell us the course ID and the section. We check it against the source. If the course is wrong, we correct it and replace it in the library. How our courses are made explains how corrections work.

If your complaint is about CPD hours

We cannot decide whether your scheme accepts the hours on a certificate of completion. Please check your own scheme's CPD rules.

Refunds

If you want a refund, our refunds and cancellations page explains when we give one.

Records we keep

We keep a record of every complaint: when it arrived, what it was about, what we did and the outcome, together with the emails. We use these records to put right the cause of a problem, not only the single case. We treat every complaint in confidence and discuss it only with the people involved. We keep complaint emails for up to 6 years, as set out in our privacy policy.

Your legal rights

This procedure does not affect your statutory rights.

Contact

Email hello@meridiancpd.co.uk. FistralAI Ltd (company no. 17091704) trading as Meridian CPD, registered in England and Wales, registered office 16 Polkerris, Par, PL24 2TL.